Try first
- This knowledge base for most "how do I" questions.
- Kowalski in the panel for anything on the server: logs, configs, plugins, restarts, diagnosis. It answers instantly and can fix things.
Ticket territory
- Billing: refunds, invoices, a payment that did not arrive, upgrading questions.
- Things only we can change: databases, start commands, JVM flags, cluster folders, moving a server to another machine, a port swap during an attack.
- Suspected problems on our side: everything slow for all your servers, the panel unreachable, the status page red.
- Account problems: lost 2FA, hacked account, e-mail change.
- Anything you tried with Kowalski that did not work. Say what it tried.
What to include
- Server name (or the address).
- What you expected and what happened, with the exact error text.
- When it started and what changed right before (update, new plugin, config edit).
- The last 30-50 console lines or the crash report. Attach the file (screenshots and logs can be attached to tickets).
That is usually enough for a fix in the first reply. We answer within hours during the day; nights and Sundays take longer. Open tickets at penguhost.com/tickets.