When something needs attention, we want you to know exactly how to reach us, what happens next, and who’s handling it. No guessing, no chasing.
How to Log a Support Request
All support requests should be logged through one of the following channels:
| Channel | Details | Best For |
|---|---|---|
| info@hostlogic.ie | All requests. Automatically creates a ticket. |
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (Irish Time, UTC/UTC+1). Requests logged outside of these hours will be acknowledged at the start of the next business day. Critical issues detected by automated monitoring are escalated immediately, regardless of time.
What Happens When You Log a Request
Step 1: Acknowledgement
Every request receives an acknowledgement confirming it has been received and assigned a severity level. You’ll get a ticket reference number for tracking.
Step 2: Triage
Your request is triaged by our operations manager, who assesses the severity, assigns it to the right team member, and sets the response timeline based on the SLA.
Step 3: Investigation & Resolution
The assigned team member investigates and works toward resolution. For anything beyond a quick fix, you’ll receive progress updates so you’re never left wondering.
Step 4: Confirmation & Close
Once resolved, we confirm the fix with you and close the ticket. For critical issues (L1), a brief post-incident summary is provided.
Severity Levels & Response Times
Every request is assigned a severity level that determines response and resolution targets. These align with the HostLogic SLA.
| Level | Severity | Examples | Response | Resolution Target |
|---|---|---|---|---|
| L1 | Critical | Site completely down, security breach, confirmed data loss | 1 hour | 4 hours |
| L2 | High | Checkout broken, contact forms failing, major performance degradation | 2 hours | 8 hours |
| L3 | Medium | Minor plugin conflict, non-critical visual bug, slow page load on one template | 4 hours | 24 hours |
| L4 | Low | General questions, upgrade enquiries, configuration advice | 8 hours | 48 hours |
Response time refers to initial acknowledgement. Resolution target is the aim to have the issue resolved or a workaround in place. Complex issues may require longer — you’ll be kept informed throughout.
Escalation Path
If an issue isn’t resolved within the expected timeframe, or if the severity increases, the following escalation path applies:
| Escalation Level | Who | When |
|---|---|---|
| First Response | HostLogic Operations Manager | All incoming requests are triaged and managed here. |
| Technical Escalation | HostLogic Technical Lead | Complex technical issues requiring deeper investigation or infrastructure-level access. |
| Management Escalation | HostLogic Director | Critical issues unresolved within SLA targets, repeated incidents, or any issue the Partner feels is not being handled adequately. |
You can request a management escalation at any time by replying to your ticket or emailing support@hostlogic.ie with “Escalation” in the subject line.
What We Monitor Automatically
Not every issue needs to be reported by you. HostLogic continuously monitors all hosted sites for the following:
- Uptime — 24/7 monitoring with automated alerts if any site becomes unreachable
- Performance — Page load times, server response times, and resource usage tracked continuously
- Security — Real-time malware scanning, firewall alerts, and brute force detection
- SSL Certificates — Expiry monitoring and automatic renewal
- Backups — Daily backup completion verified automatically
- Plugin & Theme Updates — Available updates identified and applied on a managed schedule
If our monitoring detects an issue, we act on it proactively — often before you or your clients notice anything. You’ll be notified of any action taken.
What Makes a Good Support Request
The more detail you include, the faster we can resolve it. When logging a request, it helps to include:
- The URL of the affected page or site
- A clear description of the issue — what’s happening vs. what should be happening
- When the issue started (or when you first noticed it)
- Any recent changes that may be related (plugin updates, content edits, DNS changes)
- Screenshots or screen recordings if applicable
- The severity level you believe applies (we’ll confirm or adjust during triage)
What’s Not Covered by Support
HostLogic support covers hosting infrastructure, performance, security, updates, and related technical issues. The following fall outside the scope of support and may be available as separate engagements:
- Content changes (copy, images, blog posts) — you retain full wp-admin access
- New feature development or design changes
- Third-party plugin or integration support beyond compatibility checks
- SEO, analytics, or marketing configuration
- Email hosting issues (we recommend Google Workspace or Microsoft 365)
If you’re unsure whether something falls within scope, log it anyway — we’ll let you know and point you in the right direction.