We're Here to Help
Questions about hosting, billing, migrations, or our AI features? Reach out via the form below or message us on WhatsApp or Telegram. We aim to respond within 4 business hours. For existing customers, support via WhatsApp or Telegram is the fastest route to a resolution — same channels you already use to manage your site.
Send Us a Message
Other Ways to Reach Us
🇪🇺 EU Headquarters
Soelem is a product of THC Projects SRL, incorporated in Romania, European Union. We comply with GDPR in full. For data protection enquiries: legal@soelem.com
Chat Support (Existing Customers)
If you're already a Soelem customer, the fastest way to get help is via WhatsApp or Telegram — the same channels you use to manage your site. Look for the support contact in your welcome email.
Multiple Ways to Get Help
Choose the channel that works best for you. All support is handled by the same team — no outsourced call centres.
AI Chat Assistant
Our AI-powered chat is available 24/7 for instant answers to common questions — billing, DNS configuration, email setup, domain transfers, and more. Available directly from your dashboard or the chat widget on this page.
Email Support
Send a detailed support request to support@soelem.com. Best for complex technical issues, billing disputes, or anything requiring a paper trail. Response target: 4 business hours.
Documentation
Our knowledge base at docs.soelem.com covers everything — cPanel setup, WordPress migration, VPS configuration, email setup, SSL installation, and API reference. Start here for self-service answers.
We Commit to Real Response Times
Support promises only matter if they are actually kept. Here is exactly what to expect from us.
- Critical outages: Response within 30 minutes, 24/7
- Technical support: Response within 4 business hours
- Billing enquiries: Response within 1 business day
- Sales questions: Response within 2 business hours
- Existing customers: WhatsApp/Telegram for fastest response
Business hours: Monday–Friday, 09:00–18:00 UTC+2. Outage response is 24/7 and outside business hours.
Support & Contact — Frequently Asked Questions
Quick answers to common questions about getting help.
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For existing customers, the fastest way is via WhatsApp or Telegram — the same messaging channels you use to manage your site. These channels are monitored during business hours (09:00–18:00 UTC+2) and for critical outages outside business hours. For new enquiries or anything that needs a written record, use the contact form above or email support@soelem.com.
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Critical infrastructure incidents (server outages, network issues, service unavailability) are monitored and responded to 24/7. General technical support and billing enquiries are handled during business hours: Monday to Friday, 09:00 to 18:00 UTC+2. Our AI chat assistant is available 24/7 for self-service answers to common questions.
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Yes. We offer free website migration for all new hosting customers. This includes transferring files, databases, emails, and DNS configuration from your existing hosting provider. The migration is typically completed within 24-48 hours with zero downtime. To request a migration, contact us via the form above and select "Site Migration" as the subject.
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Soelem is a product of THC Projects SRL, a company incorporated in Romania, European Union. The service is governed by Romanian and EU law. We are fully GDPR compliant. Infrastructure is hosted in our own datacenter in Romania (EU). For GDPR requests, data deletion, or legal enquiries, contact legal@soelem.com.
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To report abuse, illegal content, copyright infringement, phishing, or spam originating from Soelem infrastructure, email legal@soelem.com. Please include as much detail as possible — the URL or IP address involved, the nature of the issue, and any evidence. We take abuse reports seriously and respond within 24 hours.