# One form. Who picks it up. > One form, five kinds of message. See who picks each one up, what it costs, and when you hear back from the team. Source: https://customhosted.com/support/ № 01 Support You send one message through the quote form. The kind of message decides who picks it up, what it costs, and when you hear back. № 02 Five kinds of message ## Who picks it up, and what it costs CustomHosted runs your hosting. CodeHerder changes your app code through a pull request. CustomLabs builds what is bigger than one change. 3 of the 5 kinds cost nothing extra. 2 carry a price, and each row says so in words. | Kind | Example | Who picks it up | What it costs | Read more | | --- | --- | --- | --- | --- | | A question | Does my plan cover a second domain? What does the estimate include? | CustomHosted | **The plan covers it.** Included in every plan. The plan lists "A human who answers". | [Pricing](https://customhosted.com/pricing) | | A problem | The site is down, slow, or showing an error. | CustomHosted | **The plan covers it.** It is handled at no extra charge. A long enough outage moves the number the other way instead, as a service credit. | [Incidents](https://customhosted.com/incidents) | | An ops request | Add a DNS record, a redirect, or a response header. | CustomHosted | **The plan covers it.** No charge — a single edge rule is an ops request, the same as a DNS record. | [Delivery](https://customhosted.com/delivery) | | A change to your app | Add a field to a form. Fix a wrong price on a page. | CodeHerder | **Priced apart.** Agentic iteration — CodeHerder, $25/mo. One flat line, not a price per change. | [Brief a change](https://customhosted.com/brief) | | A bigger build | A new feature, a redesign, or a routing rebuild. | CustomLabs | **Priced apart.** Quoted flat, up front. Still ships through the same pipeline once it's built. | [Custom](https://customhosted.com/custom) | № 03 After you press send ## Three short paths A question, a problem, and a change each go a different way. ### A question Within one business day A person from the team that runs your stack reads your message and writes back. The reply comes within one business day, on the same quote channel. ### A problem 1. It starts — Auto 2. Confirmed — Auto 3. Triaged — CustomHosted 4. You hear from us — CustomHosted 5. It's worked — CustomHosted 6. Out of hours — CustomHosted 7. It's closed — You [See the first hour in full](https://customhosted.com/incidents). ### A change 1. You write it in the form — You 2. We read it and size it — CustomHosted 3. Briefed as a change — CustomLabs 4. An agent opens the pull request — CodeHerder 5. A human reviews and merges — CustomLabs 6. It ships through the same pipeline — CustomHosted 7. You're told it's done — CustomHosted A change becomes a pull request you can see and approve. It is not a ticket in a queue. Read [how the review works](https://customhosted.com/review) and [what to put in a brief](https://customhosted.com/brief). № 04 When you hear back ## Expectations, not a contract These are expectations, not a contractual SLA. The binding availability commitment lives in the [SLA](https://customhosted.com/legal/sla). - **A question or a quote request**: Within one business day — A person from the team that runs your stack writes back during business hours. - **Business hours and an outage**: Priority on an outage — The automated watching runs continuously. The people behind an escalation work business hours, with priority on an outage and best effort outside them. — [The first hour of an outage →](https://customhosted.com/incidents) - **A change to your app**: No posted turnaround — There is no promised number of hours or days for one change. We have not measured a delivery time we would stand behind, so we do not post one. — [Pace and order of changes →](https://customhosted.com/in-flight) - **Automated watching**: Auto-handled — Restart, retry, or redeploy the last known-good version, done automatically. No one, unless it recurs — it goes in the log, not a message to you. — [The watch list →](https://customhosted.com/monitoring) № 05 Write it so it moves ## Five parts of a good message A message with these parts moves faster. Each part has an example. [The brief page](https://customhosted.com/brief) explains why. - What you want — Add a yearly-billing toggle to the estimator. - Where it goes — The estimator on /pricing. - What must not change — Don't touch the layout — just add the toggle. - How you'll know it's done — Toggling to yearly shows a lower rate than the monthly one. - How urgent — This week — routine. № 06 What your plan already covers ## In the plan, and not in the plan Every plan, static or dedicated, includes the first list. The second list is priced apart. ### In every hosting plan - TLS certificates - DNS management - Daily backups - Monitoring & alerts - Security patching - A human who answers ### Not in a hosting plan - A change to your app CodeHerder — Your application code stays yours to run. A change to it is an add-on: Agentic iteration — CodeHerder, $25/mo. - A bigger build CustomLabs — Quoted flat, up front. Still ships through the same pipeline once it's built. № 07 This site's own support channel ## This site follows its own rules You can check each line below against the pages. The [logins page](https://customhosted.com/logins) has the same facts from the other side. - **No mailbox**: This site prints no email address. The quote form is the only way in, and the build fails if an address appears in the pages. - **One form, 7 capped fields**: Each of the 7 fields has a length cap. A field longer than its cap is cut to the cap, not refused. The submission still arrives, with the overflow dropped. - **No ticket portal to sign in to**: There is no account to have a password for, and no store that could hold one. № 08 The honest limits ## Said plainly One channel in, business-hours people, and no backlog tool run for you. - One channel in — The quote form is the only door. There is no phone line, no chat window, and no email address. - No staffed round-the-clock desk — The automated watching runs continuously. The people behind an escalation work business hours, with priority on an outage and best effort outside them. - Third-party outages, we cannot fix — A dependency living in a service we do not run goes down on its own schedule, not ours. - No backlog tool run on your behalf — We hold the order you give us. We do not run a project-management board, a ticket queue, or a prioritisation meeting for you — that stays yours. - One change in the air at a time — There is no second lane. Two changes that touch the same files cannot both be in flight, so one finishes — reviewed, merged, and shipped — before the next one starts. № 09 Self-serve ## Check these first - [Status A hand-posted summary of what is running. Check it before you write in.](https://customhosted.com/status) - [Incidents The first hour of an outage, and what happens after it closes.](https://customhosted.com/incidents) - [Brief a change What to write in a change request, so the first pull request is the right one.](https://customhosted.com/brief) - [In flight Pace and order: how many changes one month carries, and what sets the order.](https://customhosted.com/in-flight) - [Custom A bigger build, quoted flat, by CustomLabs.](https://customhosted.com/custom) - [Security The security questionnaire, including how to report a vulnerability.](https://customhosted.com/security) - [SLA The binding availability commitment. It is the contractual complement to this page.](https://customhosted.com/legal/sla) - [Pricing The full rate card: flat, predictable, posted in the open.](https://customhosted.com/pricing) - [Onboarding Not live yet? The first week, hour by hour, before any of this applies.](https://customhosted.com/onboarding) - [Without us This page's business-hours reply window, split against a night, a month away, and gone for good.](https://customhosted.com/without-us) ## Ready to start? Tell us what you're running — one fixed monthly rate, within a business day. [Get a quote →](https://customhosted.com/contact)