Support hours
When the VMgenie email support team is staffed, how fast we answer, and how to reach us when you need help with your control panel, your virtual servers, or your account.
Last updated: 2026-10-02
Support hours
Our email support team is staffed Monday to Friday, 09:00 to 18:00 UK time (Europe/London). Messages received during those hours are answered the same business day. Messages received outside those hours — overnight, on weekends, or on UK public holidays — are answered the next business day.
The hours above cover Standard, Pro and Business plans. Free-plan customers have access to community support through the public forums and documentation, with no guaranteed staffed response window.
Business-plan customers have 24/7 cover under their SLA, including overnight, weekends and UK public holidays, for issues that block production workloads.
Response-time target
For every supported plan, our target is a first human reply to every support email within one business day of the message arriving during staffed hours. A first reply may be a short acknowledgement that asks for more detail; an engineer follows up with a full answer as soon as the question is clear.
Pro and Business tickets are answered ahead of the standard queue. Business customers on a 24/7 + SLA plan have a contractually defined response time agreed at signup.
The current per-plan support tiers are listed on the pricing page.
How to reach us
The fastest way to reach a human on the VMgenie team is to send an email. Include as much detail as you can about your control panel, your servers, and the question you have — we use that to route your message to the right engineer.
You can also reach us through the contact page, or report a security vulnerability through the dedicated security channel if your message is about a security issue.