Who helps with what.
WHAT WE COVER
Server configuration: PHP versions, extensions, limits
Database creation and access File permissions and ownership Whether something can run on your plan Resource limits and what is causing them Migration assistance Anything caused by the server
WHAT WE DO NOT COVER
Configuring the application itself Debugging its code or its extensions Design and customisation Teaching you how to use it
Those are matters for the application's own support, its documentation, or a developer.
WHERE TO GET APPLICATION HELP
The official documentation, which is usually better than people expect The project's community forum The extension developer, for extension-specific problems A developer familiar with the platform
WHAT TO INCLUDE IN A TICKET TO US
The domain and the application The exact error What the error log says When it started and what changed What you have already tried
THE USEFUL QUESTION
"Is this a server problem or an application problem?" We can usually answer that quickly, which tells you where to go next.
