Support
Senior engineers, on shift, 24/7.
No tier-1 wall, no copy-pasted KB links. The person who reads your ticket has shipped a PHP-FPM pool config. Median first response under 4 minutes.
Numbers
What our customers actually wait.
3m 41s
median first response
90-day trailing
14m 18s
median resolution
P3 tickets
24/7
on-call engineers
EU, US, APAC coverage
4.92 / 5
CSAT
across 2,400 tickets
How we do support
Like we'd want it ourselves.
Chat, ticket, or call
Live chat in the dashboard. Email/ticket if you prefer async. Phone for P1 incidents on Studio+.
No tier wall
Your ticket reaches the engineer who can solve it on the first hop. No 'I will escalate this'.
On-call engineers, not BPOs
Every shift has senior engineers physically in EU, US, and APAC. They are CubitRace employees.
Migrations on us
Moving from another host? Our migrations team handles the entire cutover end-to-end.
Status page that's truthful
Real-time, region-aware, with public incident timelines. No 'investigating' for 6 hours.
SLA you can read
99.99% uptime, 99.95% on Starter. Credits issued automatically — no claim form.
What customers say
The thing we are quietly proud of.
I asked about a Magento full-page cache invalidation issue. The reply was a four-paragraph explanation with a fix and a link to the relevant commit in the m2 repo. Three minutes.
SM
Soraya Mehdi
Lead Developer · Strato Goods
We had a 3am P1 — checkout was failing on a specific PSP. CubitRace had a packet capture and a root cause in 12 minutes. The previous host took two days.
MV
Marcus Vogel
CTO · Forge Outfitters
Support that actually reads the stack trace. We migrated from a place where every ticket started with 'clear your cache'.
IC
Imogen Carter
Founder · Tidepool Books
Get started
Try us with a real question.
Free trial. Open a ticket. See how long it takes.