Support
The person who replies can fix it.
There is no tier one. Tickets go straight to engineers with access to the servers, 24 hours a day, so the first reply is usually the fix rather than a request for more information.
How to reach us
Email support drivenhost.com from the address on your account. Outages on managed plans are paged to an on-call engineer automatically; a ticket portal is part of the client area.
Response times
Support is staffed 24/7. Typical first reply under an hour; outages on managed plans page an on-call engineer immediately.
What's covered
Anything about the server, the platform, email delivery, DNS, backups and restores, SSL, and migrations. Reasonable help with your application too; we'll tell you if it's beyond us.
What we'll never do
Close a ticket with "works for us." Blame your developer. Sell you an add-on instead of answering the question.
Status
Live status and incident history at /status. Planned maintenance is announced there and by email at least 48 hours ahead.
Guides
Practical how-tos on the blog: DNS, email deliverability, staging sites, moving hosts, and the things that go wrong at 2 a.m.