Antihost support is designed to help with the WordPress hosting environment, infrastructure stability, and platform-level issues.
Support is not the same as full website management. Some parts are handled by Antihost, while others remain the responsibility of the site owner or development team.
Good to know
Clear responsibility helps resolve issues faster. Antihost manages the hosting and infrastructure layer. You manage your website content, business logic, custom code, and third-party tools.
What managed WordPress support includes
WordPress hosting environment support
Managed WordPress support covers issues related to the WordPress hosting environment provided by Antihost.
This may include help with:
- WordPress instance access;
- WordPress admin access issues;
- basic WordPress setup after onboarding;
- domain connection to the WordPress instance;
- SSL status for the connected domain;
- backup and restore actions available in the panel;
- staging environment issues;
- WordPress update workflow guidance;
- plugin or theme update guidance;
- identifying whether an issue is WordPress-level or infrastructure-level.
Important
Managed WordPress support helps maintain the hosting environment and guide safe operations. It does not automatically mean Antihost will manage all website content, design, custom development, or plugin configuration for you.
Backup and restore guidance
Support can help you understand how backups work, which restore point to use, and what risks may exist before restoring a site.
This is especially important if your site has live data, such as:
- WooCommerce orders;
- form submissions;
- user registrations;
- bookings;
- memberships;
- LMS activity.
Critical note
Restoring an older backup may remove data created after that backup. If your site receives orders, leads, or user registrations, contact support before restoring if you are unsure.
Staging workflow guidance
Support can help with staging-related questions, such as:
- staging creation issues;
- staging access issues;
- failed staging operations;
- understanding what “push to live” means;
- checking whether changes should be tested before publishing.
Recommended
Use staging before risky changes, especially for production sites with payments, forms, user accounts, or paid traffic.
What infrastructure-level support includes
Hosting and server environment
Infrastructure-level support covers the technical foundation that allows your WordPress site to run.
This may include:
- hosting environment availability;
- server-level service issues;
- resource allocation issues;
- web server availability;
- database service availability;
- SSL issuance or renewal issues;
- DNS connection issues related to Antihost-managed setup;
- backup system availability;
- staging system availability;
- platform-level incidents.
Simple explanation
Infrastructure-level support is about whether the hosting environment works correctly. It is not the same as debugging every plugin, theme, or custom website feature.
Resource and limit-related issues
Support can help identify whether site problems may be caused by resource limits.
This may include checking signals related to:
- CPU usage;
- RAM usage;
- storage usage;
- I/O pressure;
- bandwidth usage;
- repeated resource warnings;
- failed operations caused by resource pressure.
Support can also help determine whether the site needs optimization, a plan upgrade, or a custom setup.
Related article
For more details, read: How resources and limits work in Antihost.
What you manage yourself
Website content and business logic
You are responsible for the content and business logic of your WordPress site.
This includes:
- pages;
- posts;
- images;
- menus;
- copy;
- products;
- prices;
- forms;
- checkout rules;
- user roles;
- business-specific settings.
Antihost provides the hosting environment, but it does not decide how your website should be structured or what content it should contain.
Plugins and themes
You are responsible for choosing and configuring plugins and themes.
This includes:
- selecting plugins;
- configuring plugin settings;
- choosing a theme;
- editing theme settings;
- checking plugin compatibility;
- testing updates;
- removing unused plugins or themes.
Important
Antihost can help identify whether a plugin or theme may be causing a hosting issue, but configuring or customizing third-party plugins may require custom support or a developer.
Custom code and integrations
You are responsible for custom code and external integrations used by your site.
This can include:
- custom themes;
- custom plugins;
- code snippets;
- API integrations;
- payment gateway configuration;
- CRM integrations;
- tracking scripts;
- external automation tools;
- third-party SaaS services.
What this means
If a custom integration breaks because of its own code, API, or configuration, it may fall outside standard managed WordPress support.
WordPress issue vs hosting/infrastructure issue
What counts as a WordPress issue
A WordPress issue usually happens inside the WordPress application layer.
Examples:
- plugin conflict;
- theme layout issue;
- broken page builder layout;
- WordPress admin error after plugin update;
- WooCommerce setting problem;
- contact form not sending because of plugin configuration;
- custom code error;
- content not displaying correctly;
- broken menu or widget;
- theme template issue.
Simple explanation
If the issue is caused by WordPress settings, plugins, themes, content, or custom code, it is usually a WordPress-level issue.
What counts as a hosting or infrastructure issue
A hosting or infrastructure issue usually happens below WordPress, at the platform or server level.
Examples:
- server is unavailable;
- database service is unavailable;
- SSL cannot be issued or renewed;
- Antihost-managed DNS is not routing correctly;
- backups cannot be created because of platform error;
- staging cannot be created because of platform error;
- resource limits are being hit;
- panel cannot access the WordPress instance;
- hosting-level error affects the site.
Simple explanation
If the environment itself is not working correctly, it is usually a hosting or infrastructure issue.
Some issues can overlap
Some issues are not immediately clear.
For example:
- a site can be slow because of resource limits, heavy plugins, or both;
- a failed update can be caused by storage limits, plugin conflicts, or file permissions;
- a broken checkout can be caused by a WooCommerce setting, payment plugin, or server-level issue;
- SSL warning can be caused by DNS propagation, incorrect DNS, or certificate issuance delay.
Good to know
Support may first help identify which layer the issue belongs to. After that, the next step depends on whether the issue is platform-level, WordPress-level, or custom-code related.
What to do during an incident
Stop making random changes
If your live site is broken, avoid changing many things at once.
Do not immediately update more plugins, switch themes, delete files, or restore random backups without understanding what happened.
Important
Multiple uncontrolled changes can make the incident harder to diagnose and may remove useful recovery options.
Check what changed recently
Before contacting support, try to identify the last known change.
Check whether the issue started after:
- plugin update;
- theme update;
- WordPress core update;
- DNS change;
- SSL change;
- domain connection;
- staging push to live;
- backup restore;
- custom code change;
- traffic spike;
- new integration;
- hosting plan/resource change.
Check whether the issue affects live or staging
Confirm where the issue happens.
It may affect:
- live site only;
- staging only;
- WordPress admin only;
- public site only;
- one page only;
- checkout/forms only;
- all site pages.
Why this matters
Knowing whether the issue affects live, staging, admin, or public pages helps support narrow down the cause faster.
Contact support with incident details
If the issue affects availability, checkout, forms, user login, or other critical flows, contact support and provide clear context.
Do not wait if the site is business-critical and users are affected.
What data to provide to support
Basic information
When contacting Antihost support, include:
- domain name;
- WordPress hosting plan;
- affected WordPress instance;
- whether the issue is on live or staging;
- when the issue started;
- what changed before the issue appeared;
- whether the site uses WooCommerce, forms, bookings, memberships, or custom code.
Technical context
If possible, also include:
- screenshots;
- exact error messages;
- affected URLs;
- steps to reproduce the issue;
- plugin or theme recently updated;
- backup date, if restore is involved;
- whether the temporary domain works;
- whether WordPress admin is accessible;
- whether the issue happens on desktop, mobile, or both.
Best practice
Send exact error text instead of only saying “it does not work”. Exact messages help support identify the issue faster.
When custom support is needed
Custom support may be needed for website-specific work
Custom support is needed when the task goes beyond standard hosting and managed WordPress environment support.
Examples:
- custom plugin development;
- custom theme development;
- deep WooCommerce configuration;
- payment gateway setup;
- custom checkout logic;
- complex migration cleanup;
- performance optimization inside custom code;
- third-party API debugging;
- malware cleanup beyond standard scope;
- fixing broken custom code;
- rebuilding pages or layouts;
- advanced database changes;
- custom server or hybrid infrastructure setup.
Simple explanation
Standard support keeps the platform and hosting environment working. Custom support handles work that is specific to your website, codebase, business logic, or integrations.
Custom support may be quoted separately
If the request requires custom development, advanced debugging, or dedicated engineering work, Antihost may treat it as custom support.
In that case, the scope, timing, and cost may need to be agreed separately.
Note
Exact custom support availability depends on your plan, request type, and team capacity.
When to contact support
Contact support for platform or access issues
Contact Antihost support if:
- your WordPress instance is not accessible;
- the Antihost panel does not work as expected;
- onboarding did not complete;
- domain connection does not work;
- SSL remains broken after DNS is correct;
- backups or restore fail;
- staging creation or push to live fails;
- the site is down;
- you see resource warnings and performance issues;
- you are not sure whether the issue is WordPress-level or infrastructure-level.
Contact support before risky actions
Contact support before proceeding if:
- you want to restore a live WooCommerce site;
- the site has recent orders, leads, or registrations;
- you are not sure what staging push to live will overwrite;
- the site is business-critical and the issue affects users;
- you need to know whether an issue is covered by standard support or custom support.
Recommended
For business-critical sites, ask before restore or push to live if there is a risk of losing recent live data.
Summary
Antihost support is based on clear responsibility
Antihost supports the hosting environment, infrastructure layer, and managed WordPress operations available through the platform.
You remain responsible for website content, plugin choices, theme configuration, custom code, third-party integrations, and business-specific settings.
If an issue is unclear, support can help identify whether it belongs to the WordPress layer, hosting layer, or custom support scope.