Prepare & operate
Get help from the team responsible for your service.
EzePanel software support and a hosting provider’s customer support serve different relationships. Start with the one that owns your account or installation.
Support policy under review
The right support relationship
Your provider.Your software team.Different responsibilities. A clearer starting point.
If you buy hosting, contact your hosting provider.
Your provider operates the server and controls your hosting account, package, resources and enabled features. It is the right starting point for a website outage, mailbox problem, account access issue or change to hosting limits.
If your provider enables the EzePanel ticket system, use the account’s support workflow. Otherwise use the provider’s published channel. EzePanel’s software team does not automatically have access to a provider’s customers or permission to change their server.
If you operate EzePanel, contact the software team.
A hosting company or server operator with an EzePanel commercial relationship uses the EzePanel support route for software questions and product issues within the agreed support scope.
Public commercial support terms are being finalized. Contact EzePanel for product and deployment questions; do not assume a response-time SLA, round-the-clock coverage or a managed-server service from the presence of a contact form.
A useful report helps the right team act.
Describe the affected task, approximate time, release or environment and the visible error. Explain what you expected and what happened, and mention relevant recent changes. Remove private customer details from screenshots or logs before sharing them.
Do not send passwords, private keys, raw license keys or entire configuration files through a general inquiry. For a suspected security vulnerability, use the Responsible Disclosure route and avoid posting exploitable details publicly.
Separate product support from operating responsibilities.
Server administration, third-party software, application code and customer hosting services may involve different owners. Agree the scope of assistance rather than assuming one software subscription covers every layer.
Coverage, response commitments, escalation and commercial support entitlements will be stated with approved terms. This page clarifies routing and responsibilities while those terms remain under review.
Clear next steps
Questions about responsibility.
Understand the current scope before planning your next step.
My website is down. Who should I contact?
If you buy hosting from another company, start with your hosting provider. It controls your account and server environment.
Does EzePanel promise a response time here?
No. No response-time SLA or round-the-clock support commitment is published on this page.
Should I include credentials in a support inquiry?
No. Send a concise description and sanitized evidence; do not include passwords, keys or private configuration in a general inquiry.
Where should I report a suspected product vulnerability?
Use the Responsible Disclosure page and approved contact route. Avoid publishing exploitable details or customer data.
Continue with EzePanel