Follow-the-sun support coverage
Support operations are structured to keep coverage active across major customer regions, helping new tickets, escalations and service questions move forward throughout the day.
24/7 support
Support coverage that follows your infrastructure around the clock.
Searchzilla gives customers access to practical guidance for domains, DNS, migrations, hosting, VPS environments and AI infrastructure. Our support design is built for teams operating across time zones, launches that happen after hours and workloads that cannot wait until the next business day.
24/7Regional coverage across the Americas, Europe and Asia-Pacific
< 15 minTypical first response target for urgent production-impacting tickets
Client accessThe full support suite and portal are available to existing customers after login
Migration, DNS and launch help
Use the knowledge base for nameservers, zone records, SSL, website moves, backup restores, firewall basics and application go-live checklists.
Portal access for active services
Existing clients can sign in to access ticket history, technical guidance, account messaging, service-specific troubleshooting and infrastructure support workflows.
Response guidance
Typical service response targets
Response targets help set expectations for triage and communication. Existing clients can access the complete support suite, ticket queue and service context after signing in to the client portal.
| Priority | Use case | Typical first response | Support path |
|---|---|---|---|
| Urgent | Production outages, failed launches, major DNS or routing issues | < 15 minutes | Client portal ticketing and account-linked escalation |
| High | Performance degradation, deployment blockers, SSL or access issues | < 1 hour | Support portal and service-specific case routing |
| Standard | Configuration help, migrations, billing questions, planning requests | < 6 hours | Client portal or contact handoff for pre-sales questions |
Knowledge base
Most common questions and fixes
These articles are designed around the most common support subjects customers expect from hosting and infrastructure providers: setup, DNS, SSL, migrations, performance, backups, email delivery and GPU environment preparation.
Why is my domain not resolving yet?
Check nameserver changes, record conflicts, TTL values and propagation timing. This article explains what updates are immediate, what takes longer and how to verify records correctly.
Why am I seeing a certificate warning?
Review common causes including pending DNS changes, mixed content, old cached certificates, incomplete redirects and certificate issuance delays after launch.
How do I move a site with minimal downtime?
Follow a staged migration path with backups, validation, lower TTL values, temporary previews, final syncs and a controlled cutover window.
My website feels slow after a traffic spike
Identify whether the issue is CPU, memory, database load, caching, image size, bot traffic or upstream service latency before scaling resources.
Why are my emails landing in spam?
Validate SPF, DKIM and DMARC, review sending reputation, check reverse DNS where applicable and confirm that transactional mail is separated from marketing traffic.
How do I restore a previous version?
Restore options vary by service type. This guide covers safe restore workflows, rollback planning and how to test a restore before replacing production data.
I cannot connect over SSH
Check the assigned IP, firewall rules, port settings, key permissions, user restrictions and whether the service booted with the expected network configuration.
My model server is underperforming
Review concurrency, tokenizer overhead, batch sizing, storage throughput, framework compatibility, GPU memory pressure and region placement.
Where do I open a support request?
The complete support portal is reserved for existing clients with active services. Pre-sales and general inquiries can still be sent through the public contact page.
Do you provide support around the clock?+
Yes. Searchzilla presents its support coverage as a 24/7 model designed around multiple regions so customers can reach the team outside a single local business day.
Can anyone use the support portal?+
No. The full portal experience is intended for existing clients with active services. Logged-in customers can access ticketing, service-linked troubleshooting and account context. Public visitors can still use the contact page for sales and general inquiries.
What kind of issues are covered in the knowledge base?+
The knowledge base focuses on the issues customers encounter most often with modern hosting stacks: domain setup, nameservers, DNS propagation, SSL warnings, migrations, performance, email delivery, backups, access issues and AI workload tuning basics.
Where should I check for service interruptions?+
Use the system status page for service health, operational notices and regional availability messaging. Existing clients can also see account-linked service context after signing in.
Can you help before I become a customer?+
Yes. Pre-sales questions, migration planning, workload sizing and platform fit questions can be sent through the contact page. Once services are active, customers gain access to the full support suite.
Need help now?
Start with the right path.
Existing clients should sign in to the support portal for the fastest service-linked help. New visitors and prospective customers can use the contact page for sales, migration planning and infrastructure questions.