Request Technical Support

Tell us what is happening. We will help you identify the next step.

Use this page to request Linux server support, troubleshooting, emergency assistance or a one-time technical intervention. DirektSupport works with servers hosted at Hetzner, OVHcloud, Netcup, Contabo, IONOS, Scaleway, DigitalOcean, Vultr and other providers.

You do not need to move your server or hosting account to us — your infrastructure remains under your control.

Contact Information

Infrastructure

Support Request

Please do not include passwords, private SSH keys or other permanent credentials here. If access is needed, we'll agree on a secure way to provide it. Have screenshots or logs? You can attach them by replying to our confirmation email.

This server is already covered by an active DirektSupport monthly management plan. I understand that technical work is billable according to the published DirektSupport pricing unless a separate quotation is agreed before work begins. * I understand that emergency support is provided on a best-effort basis and is subject to administrator availability. (required for Emergency / Out-of-Hours requests)

Before You Submit Your Request

The more we know upfront, the faster we can help

Please provide, where applicable:

server or hosting provider
server hostname or IP address
Linux distribution
hosting control panel
affected website or domain
affected service
a clear description of the problem
error messages
when the problem started
recent server or website changes

If you are not sure which information matters, simply describe what you are experiencing — you do not need to diagnose the problem yourself.

Please do not send passwords in the initial request. For security reasons, do not include root passwords, control panel passwords, database credentials or other sensitive access information. If server access is required, we will tell you exactly what is needed and agree on a secure way to provide it — temporary SSH access or SSH keys are preferable to permanent administrative credentials.

What Do You Need Help With?

Common request types

Linux troubleshootingServer configuration Website downtimeHigh load CPU / memory problemsDisk space NGINXApachePHP-FPM MySQL / MariaDBRedis HestiaCPDirectAdmincPanel & WHMVestaCP Email server problemsExim / Postfix / Dovecot SPF, DKIM & DMARCDNSCloudflare SSL certificatesFirewall configuration Backup problemsServer securityCompromised servers WordPress troubleshootingWordPress malwareWordPress performance Server migrations

If your problem is not listed, you can still submit a request.

Choose the Appropriate Support Priority

What each level covers

Standard

€55/ hr

Normal technical work, no immediate attention required. Minimum charge 1 hour.

Priority

€75/ hr

Important production problems, priority during business hours.

Emergency

€95/ hr

Critical incidents. Best-effort basis, subject to availability.

Out-of-Hours

€125/ hr

Evenings, weekends, holidays. Subject to availability.

See full pricing details →

What Happens After You Submit the Request?

From submission to resolution

We Review the Information

We review the problem description and available technical information. If we need more, we’ll ask before starting work.

We Confirm the Support Type

Standard, Priority, Emergency, consulting, or a project requiring a separate quotation.

We Confirm the Expected Work

Straightforward interventions are billed at published hourly rates. Larger or less predictable projects — migrations, complex recovery — may get an initial investigation or a separate quotation.

Access Is Requested if Necessary

If we need access to the server, hosting account, control panel, Cloudflare account or another system, we’ll tell you exactly what’s required.

We Investigate and Perform the Work

Our objective is not only to restore the affected service, but where reasonably possible to determine the underlying cause.

One-Time Support, No Subscription

You can request a single technical intervention without a monthly plan. Suitable when:

you normally manage the server yourself
your developer needs help with the Linux side
your hosting provider doesn’t offer sysadmin support
you only need occasional assistance

If ongoing administration makes more sense later, monthly server management is also available.

Larger Projects

Some requests are better handled as projects rather than hourly support:

full server / hosting migrations
mail server migrations
major infrastructure redesign
complex disaster recovery
multi-server environments

We normally review the scope first and provide a quotation whenever possible.

Already an existing monthly management customer? Mention this when submitting your request — managed customers receive support according to the priority and administrator time included in their active plan. Work exceeding the included monthly time is billed at the rate associated with that plan.

Phone Support

Why we prefer email or this form first

Phone support is primarily intended for customers with an active monthly server management or technical support plan. For new requests and one-time interventions, email or this form is the preferred first point of contact.

Linux server problems often involve IP addresses, hostnames, error messages, log excerpts, DNS records, configuration files, screenshots, URLs and timestamps. Receiving this information in writing lets us understand the situation more accurately, avoids mistakes when communicating technical details over the phone, and gives us a chance to review the problem before requesting access to your infrastructure.

Technical Support Email

Prefer email? Send your request to:

help@direktsupport.eu

For administrative matters, contracts or billing enquiries, use office@direktsupport.eu instead.