Contact Technical Support
We don't offer phone support for technical issues. All requests go through our ticketing system, with WhatsApp available for quick follow-ups once a ticket is open.
Customer Support & Response Policy
To ensure clear communication, minimize misunderstandings, and provide faster, more effective assistance, we currently do not offer phone support.
All technical support is provided through our ticketing system (email support). For quick follow-ups or updates related to an existing support request, customers may also communicate with our support team via WhatsApp chat.
Support requests are handled based on issue priority and ticket priority. Resolution times may vary depending on the nature and complexity of the issue.
How to Reach Us
- Open a new ticket: Log in to your Motherhost account portal and submit a support ticket. You can track its status there at any time.
- Follow up on an existing ticket: Reply directly to the ticket via email, or message us on WhatsApp for a status update.
- Escalate a delayed ticket:If there's no response on your ticket for more than 24 hours, message us on WhatsApp with your ticket number to escalate it.
- Email: support@motherhost.com
Response & Resolution Timeline
If the issue is caused by our server infrastructure (for example, server downtime, service outage, or hosting platform issues), we aim to resolve it within 2 hours, wherever possible. Resolution time may be extended if the issue depends on a third-party vendor, data center, software provider, or other external dependency.
For issues related to website applications, third-party software, coding, configuration, or other customer-specific environments, our support team will review the request and provide guidance or an update within 24 hours. Actual resolution time may vary with complexity and scope.
We are committed to providing timely, accurate, and transparent support while ensuring every request is handled efficiently by our technical support engineers.
Why We Provide Email-Based Support Instead of Phone Support
This approach follows industry best practices adopted by many managed hosting and cloud service providers.
Accurate Technical Analysis
Most hosting and server-related issues require detailed investigation, including reviewing server logs, application logs, DNS records, configuration files, error messages, and system resources. These investigations cannot be completed effectively during a phone conversation.
Eliminates Miscommunication
Technical discussions over phone calls can easily lead to misunderstandings, incorrect assumptions, or incomplete information. A written support ticket provides clear documentation of the reported issue, troubleshooting steps, recommendations, and final resolution.
Prevents Incorrect Commitments
Without a complete technical investigation, it is not appropriate to estimate resolution times or promise specific outcomes. Email-based support allows our engineers to analyze the issue first and provide accurate updates based on verified findings.
Keeps Engineers Focused on Resolution
Continuous phone calls interrupt troubleshooting, increase context switching, and reduce the time available to work on active incidents. Letting engineers focus on technical analysis means issues are resolved more efficiently.
Fair Support for All Customers
Phone support often stretches into unrelated topics, technical training, or general consultation, delaying responses to other customers with active issues. Our ticket-based model ensures every customer gets timely attention based on priority.
Better Handling of Complex Issues
Many issues involve multiple stages of troubleshooting and coordination with infrastructure providers, software vendors, domain registrars, or third-party services. Written communication keeps a complete history everyone can work from.
Clear Record of Support
Every support interaction is documented within the ticket, including diagnostic results, recommendations, configuration changes, and resolutions — helpful for future reference and faster assistance next time.
Support Scope
Our technical support resolves issues related to the hosting services we provide. Requests outside this scope — custom development, website design, software training, or third-party consultation — may get general guidance but aren't covered under standard support.
Our Commitment
Rather than spending valuable engineering time on lengthy phone conversations, our priority is to investigate, diagnose, and resolve technical issues as quickly and accurately as possible. Customers can expect:
Frequently Asked Questions
Everything you need to know about raising and tracking a technical support request
There are two ways to raise a support request: log in to your Motherhost account portal and create a support ticket directly, or send an email from your registered Motherhost account email address to support@motherhost.com. A ticket is automatically created and assigned to a support engineer within a few minutes.
Visit status.motherhost.com for real-time status of our servers. It shows current uptime, any ongoing incidents, and downtime history, so you can quickly check whether an issue is on our end before raising a ticket.
Our support system only recognizes the email address registered on your Motherhost account. If you email from a domain-based address, a personal address, or any other unregistered email, the system will not recognize the sender and no ticket will be created. Always use your registered account email, or raise the ticket directly through the account portal.
No. A support ticket must be raised first so our engineers can properly investigate and analyze the issue. WhatsApp is used for follow-ups and status updates on an existing ticket, and for escalation if you haven't received a response on your ticket within 24 hours — not as a way to report a new issue.
Include a clear description of the issue, a screenshot of the error message if applicable, your domain name, and which Motherhost server it's hosted on (Linux or Windows). This helps our engineers check and resolve the issue quickly, especially if it turns out to be on our end.
Before raising a ticket, confirm that your domain is hosted on a Motherhost server, or that your domain's DNS is pointed to Motherhost. If your domain or hosting isn't related to a Motherhost service, it falls outside our support scope and we won't be able to assist with it.
Tickets submitted via the account portal or from your registered email are typically created and assigned to a support engineer within a few minutes.
You can view real-time status and updates for all your support tickets by logging in to your Motherhost account portal.
Critical server issues (for example, downtime or service outages caused by our infrastructure) are targeted for resolution within 2 hours, wherever possible. Non-server issues — such as application, configuration, or third-party software issues — receive a response or update within 24 hours.
If a ticket has gone more than 24 hours without a response, message us on WhatsApp with your ticket number to escalate it. Our team will check its status and priority and follow up directly to get it moving.
WhatsApp is only for following up on a ticket that has already been raised — even urgent or critical issues must first go through a ticket so our engineers can properly investigate and coordinate the fix. Raising a ticket doesn't slow things down; critical server issues are prioritized for the fastest response.
Our technical support covers issues related to the hosting services we provide. Requests outside this scope — such as custom application development, coding, website design, or third-party product consultation — may receive general guidance where possible, but aren't covered under standard technical support.
We don't offer phone support by default — all technical issues are handled through our ticketing system, with WhatsApp available for quick follow-ups once a ticket is open. That said, if a call is genuinely required, we can arrange a callback based on team availability, scheduled as a same-day or next-day meeting.
Yes. You don't need to be the one raising every ticket. Log in to your Motherhost account, go to User Management / Access, and invite your manager, IT team, or developer as an authorized user. You can assign them the permissions they need to raise and communicate on support tickets via email directly with our team.
If you still remember your Motherhost account login credentials, you can log in directly and raise a ticket as usual — email access isn't required for that. If you've forgotten your password or need an OTP to log in and can no longer access your registered email to receive it, please reach out to us via WhatsApp. Changing the registered email on an account typically requires legal documentation — proof of ownership and company proof — since this affects domain ownership.
Need Sales or Billing Help Instead?
For plans, pricing, billing, or account questions, our sales team is available via WhatsApp or email.
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