Talk to Engineers,
Not Scripts
Every support request goes directly to senior infrastructure engineers. No tier-1 gatekeeping. No "please try rebooting." Real expertise, immediately.
Typical Hosting Support
Tier-1 Gatekeepers
First contact reads from scripts. You explain your issue three times before reaching someone technical.
Hours of Waiting
"Your ticket has been escalated." Then silence. Maybe an update tomorrow. Maybe.
Copy-Paste Responses
"Have you tried clearing your cache?" Generic answers that waste everyone's time.
No Phone Access
Email only. Or a chatbot. Good luck explaining a complex infrastructure issue via chat.
Direct Access to Senior Engineers
Our support team consists exclusively of senior infrastructure engineers with 5+ years of experience. When you call or email, you're talking to someone who has seen your problem before—and fixed it.
Phone Support
+1 714 242 5683- Direct line to engineers
- No phone tree navigation
- Available 24/7/365
- Avg answer time: 45 seconds
Email Support
[email protected]- Detailed technical responses
- Full audit trail
- Attach logs and screenshots
- Response within 30 minutes
Ticket Portal
app.zenocloud.io- Track all requests
- View full history
- Priority escalation
- SLA tracking built-in
What Makes Our Support Different
No Tier-1 Gatekeeping
Every support request is handled by engineers with 5+ years of infrastructure experience. We don't have junior staff reading scripts—we have senior engineers solving problems.
We Know Your Stack
Your account is assigned to engineers who understand your specific infrastructure. No explaining your setup from scratch every time you call.
Root Cause, Not Band-Aids
We don't just restart services and close tickets. We investigate why issues happened and implement fixes that prevent recurrence.
Proactive Communication
We update you before you have to ask. Regular status updates, clear timelines, and honest assessments—even when the news isn't great.
Phone-First Philosophy
Complex problems are solved faster by talking. We encourage phone calls for anything beyond simple requests. Our engineers actually want to talk to you.
Full Access, Always
Server logs, monitoring dashboards, configuration files—we share everything. Your infrastructure, full transparency.
Response Time Guarantees
SLAs we actually meet. Response times measured from ticket creation to engineer acknowledgment.
| Priority | Description | Response Time | Update Frequency |
|---|---|---|---|
| P1 - Critical | Service down, major outage | 15 minutes | Every 30 minutes |
| P2 - High | Degraded performance, partial outage | 30 minutes | Every hour |
| P3 - Medium | Non-critical issue, workaround available | 2 hours | Every 4 hours |
| P4 - Low | Questions, minor requests | 4 hours | Daily |
Note: These are maximum response times. Our actual average is significantly faster— P1 issues typically receive engineer acknowledgment within 5 minutes.
Support FAQ
What hours is phone support available?
24 hours a day, 7 days a week, 365 days a year. We don't reduce staffing on holidays or weekends. When you call at 3 AM on Christmas, a senior engineer answers.
Do you charge extra for phone support?
No. Phone support is included with all managed hosting plans. We believe complex issues are solved faster by talking, so we make it easy to call us.
What if my issue requires escalation?
Since our first-line support consists of senior engineers, true escalation is rare. When needed, we escalate to architects and our leadership team—usually within an hour.
Can I request a specific engineer?
Yes. If you've worked well with a particular engineer, let us know. We'll do our best to route your requests to them, especially for ongoing projects.
How do you handle after-hours emergencies?
The same way we handle business-hours requests. Our 24/7 team has full authority and access to resolve any issue. No waiting for "day shift" to approve changes.
What languages do you support?
English is our primary language, but we have engineers fluent in Spanish, Hindi, and Mandarin. Let us know your preference when you contact us.
Experience Real Support
Try calling us right now. Seriously. See how fast an actual engineer picks up.