Rarely can you predict when you will actually need help with your account or your hardware. You can count on the phoenixNAP support team to act fast and with accuracy, every time and around the clock.


  • 24/7/365 account and technical support, by phone, email, and LiveChat
  • 20 minute or less, first-response guarantee
  • Professional and certified support staff, ongoing customer success associates, and an assortment of additional helpful resources

Help You Can Rely On

When you are a phoenixNAP customer, support means more than just answering your technical questions and fixing your problems. From your first sales interaction, to technical or billing inquiries, to advice on which service will best support your changing needs, we have the people and the resources to take care of you and the growth of your operation.


  • We are dependable, fast and accurate, providing round-the-clock support
  • We strive for prevention, and take extra steps to stop issues from reoccurring in the future
  • We provide peace of mind, knowing you have phoenixNAP as an extension of your business

Customer Life Cycle

Technical, Billing, Sales and More

We offer more than the ‘standard’; each phoenixNAP client receives ‘business’ support. We go beyond just supporting your technical needs, to ensure that your business requirements are covered from all angles. From your first sales interaction, we have the people, the knowledge and the resources to take care of you through the lifecycle of your phoenixNAP account.


  • Fast response on quotes
  • Custom configuration advice
  • Objective, competitive comparisons
  • Live Chat availability – 7 days a week
  • Multiple quotes to compare
  • Volume discounts
  • Reseller advice
  • Software options and compatibility advice
  • Business model to hardware matching
  • Pre-pay and contract discounts
  • Managed DDoS protection advice


  • Four-hour hardware replacement guarantee
  • 100% network uptime guarantee
  • 20-minute support ticket response guarantee
  • Remote reboot included
  • Free O/S reinstalls*
  • IPKVM access upon request
  • IPMI Access with your order**
  • Network-level, incoming DDoS protection
  • 24/7/365 server monitoring
  • 24/7/365 telephone customer service
  • Free Plesk or Webadmin control panel for day-to-day self-administration
  • Network-attached managed backup solutions and installation assistance
  • Customer portal and bandwidth graphs

*Applies to operating systems that Phoenix NAP supports

**Remote console access to the server


  • Dedicated liaison between all departments
  • Service upgrades/downgrades, hardware and software add-ons
  • Custom Configuration advice
  • LiveChat availability (even weekends)
  • Software options and compatibility advice
  • Business model to hardware matching
  • Pre-pay and contract discounts
  • Managed DDoS protection advice
  • Multiple quotes to compare
  • Server to server comparisons
  • Volume discounts
  • Reseller advice


  • Partnership reviews
  • Product requests, reviews
    and advisory
  • Advanced approvals
  • Escalation support
  • 24/7/365 access
  • Client feedback distribution
  • Satisfaction surveys
  • Live Chat accessibility
  • Conference call resolutions


  • Payment option: billing periods, service suspension requests and grace periods
  • Invoice reviews

Answers at Your Fingertips

Have a basic question and looking for a quick, easy to find answer? Our frequently asked questions are a great place to start. If you can’t find what you are looking for, rest assured that we are here to help and just a quick click or call away. Please visit our contact page for a full list of convenient support contact methods.


  • How do I notify users when they are approaching bandwidth limitations?
  • How do I login to the Client Dashboard?
  • How do I create an FTP account in Linux?
  • How do I transfer files from one server to another?
  • How can I monitor what my MySQL server is doing?
  • How do I change my DNS settings through the Plesk Control Panel?
  • How do I set up email for my site?
  • How do I access the File Manager for my domain?

We Are Just a Call or Click Away

Need to speak with a Server Specialist? We are here and ready to help. Please contact us now, and we will quickly roll up our sleeves to address your issue and answer your questions, 24/7/365.

Contact us to help YOU with:


technical services

Questions or issues with your service or hardware:

Account & Billing

More information and questions about your account or billing:


Chat with a Server Specialists about your  upcoming project: