Support · FranceVPS

How to get help, fast

FranceVPS support is staffed by engineers who run the infrastructure they support. There's no L1/L2/L3 escalation pyramid — when you open a ticket, the person who responds can fix the problem.

Channels and response times

Channel	For	Median response
Dashboard ticket	Existing customers, technical issues	18 minutes
Email support@fra-vps.com	Account questions, billing	2 hours
Email sales@fra-vps.com	Pre-sales, custom config	4 hours
Phone +33 1 00 00 00 00	Critical incidents (Pro tier+)	Immediate, 24/7
abuse@fra-vps.com	Reporting abuse from our IPs	24/7 monitored

What we can help with

Anything related to the underlying VPS: hypervisor issues, network outages, hardware failures, performance investigations.
OS-level guidance: kernel panics, broken updates, recovery from misconfiguration. We'll walk you through fixes; for paid managed services, see our Business Program.
Configuration questions: "how do I configure firewalld for X?" — we'll help you find the answer.
Network and connectivity: traceroutes, latency investigations, peering questions.

What requires Business Program

Application-level configuration (we'll point you at docs, but won't configure your WordPress for you on the standard tier)
Custom infrastructure design and architecture review
Dedicated Slack channel for team-wide communication
SLA-backed response time guarantees with credits

Status and incidents

Real-time status: status.fra-vps.com. Subscribe via RSS, email, or webhook to be notified of incidents affecting your region. Post-mortems are published for any incident exceeding 30 minutes of customer impact.