Get the Smoothest Support Experience – 24/7

At MojoHost, we deliver fast, expert-level hosting support backed by decades of experience in managed hosting and server management. Our team is here for you 24/7 — by ticket and phone — to ensure your managed server stays secure, stable, and high-performing.

To help us help you faster, here are a few best practices that ensure you get the fastest, most effective support experience possible:

Be Descriptive and Specific

When submitting a support ticket, please describe the issue clearly and in detail. For technical issues, include the exact steps to reproduce the problem.

Example: “When I log into WordPress and click on ‘Plugins’, the screen goes blank.”

This kind of information helps our server management team resolve your issue efficiently, without delays for clarification.

Include Login Credentials (Securely)

If your request involves troubleshooting inside your CMS, control panel, or members area, include valid login credentials directly in your ticket (submitted securely). This helps us avoid unnecessary back-and-forth and begin work right away.

Be Clear About Configuration Requests

For configuration changes (like PHP version updates, firewall rules, or mail routing), be as specific as possible.

Example: “Please upgrade my PHP version to 8.1 and ensure it works with Plugin X.”

Clear instructions = faster, safer results.

Use Relevant and Specific Ticket Titles

Good ticket subject lines help us triage and prioritize faster.

Examples:

“Site Down – example.com”

“Email Issue – SPF/DKIM Error – example.com”

This also makes your past tickets easier to reference.

Mention All Related Domains and Services

If your issue spans multiple domains, websites, or hosting services, mention them all in the same message. This helps us avoid delays or confusion.

Use (But Don’t Abuse) the Emergency Button

You’ll see a red “This is an emergency” button when submitting a support ticket. This alerts every system administrator on shift — and typically gets a response within 60 seconds.

Please only use this for true emergencies: full site downtime, database crashes, revenue-impacting issues, or major security breaches.

However, if something is extremely important to you personally, even if it’s not technically an emergency, it’s okay to use this feature sparingly. Just please don’t use it for routine questions or general requests.

Start a New Ticket for New Issues

Avoid reusing old tickets for new or unrelated issues. If you have a different request or problem, start a new ticket — even if it’s for the same server or site. This keeps your support clean, organized, and ensures the right specialists respond.

Likewise, please don’t open multiple tickets for the same issue — this can slow resolution and cause confusion.

Calling Support? Start with a Ticket (and Talk to a Real Sysadmin)

We offer direct phone support — but unlike most hosts, we don’t use a call center. When you call MojoHost, you’re speaking directly with a systems administrator, not a level-1 script reader. Our team is qualified to actually solve your problem, not just pass it along.

For security reasons, we verify your identity before discussing account details or making changes. You may be asked to confirm:

• Your full name and company name
• Your account email address or ticket number
• Recent invoice details or hosted domains

This protects you (and us) from social engineering and unauthorized access.

Pro tip: Start a ticket first, then call with your ticket number. This gives our team context and helps us respond faster and more effectively.

We’re Here 24/7

Our expert managed hosting and server management teams are standing by around the clock — by ticket and phone — to help with any issue.

Thank you for choosing MojoHost.

That’s Good Mojo.