Lunava support is handled by the same team that operates the platform. We do not outsource tickets, and we do not hand you off between layers of first-line agents. This page explains the fastest way to reach us and what to include in a good support request.

How to contact support

1. From the client area (recommended). Sign in and open a ticket. Tickets from signed-in customers are linked to your services and handled with the highest priority.
2. By email. Write to admin@lunava.web.id from the address on your account.
3. Contact form. For pre-sales and general questions, the contact form is fine.

Business hours & response times

Our standard support hours are Monday to Friday, 09:00–18:00 WIB (UTC+7). Typical first-reply times are:

• Basic plan: within one business day.
• Standard plan: within four business hours.
• Business plan: within one hour, 24/7 for urgent service-down incidents.

Messages received outside business hours are acknowledged the next working day. Security and abuse reports are reviewed as they arrive, regardless of the hour.

What to include in a good ticket

The more context we have up front, the faster we can resolve your issue. A good ticket typically includes:

• The domain or service the issue relates to.
• What you were trying to do and what actually happened.
• Any error messages, with exact wording.
• Relevant timestamps (including your timezone).
• Steps you have already tried.

Please do not share passwords in tickets. If we need temporary access to troubleshoot, we will walk you through a safer way to grant it.

Common self-service answers

Before opening a ticket, it is often faster to check:

• The FAQ — answers to the questions we see most often.
• The blog — plain-language articles on hosting, DNS, SSL, and email.
• Your client area — current service status, invoices, and past tickets.

Abuse reports

If a website hosted by Lunava is sending spam, hosting malware, or violating the acceptable use policy in our Terms of Service, please report it to admin@lunava.web.id with the URL, a short description, and any supporting evidence (headers, screenshots, logs). Abuse reports are reviewed quickly and kept confidential.

Security disclosure

If you believe you have found a security issue in the Lunava platform itself, please contact us first at admin@lunava.web.id before publishing details. We will acknowledge the report, work with you on a fix, and credit you if you wish.

What we cannot help with

We gladly support anything related to your Lunava services. We are less effective on issues that are specific to third-party applications you install, theme or plugin bugs inside WordPress, or custom code you have written. In those cases we can usually point you in the right direction but cannot debug the application code itself.