They say that during World War II, the British even gave a military medal to a pigeon. It had crossed 400 km under bombardment, carried a note tied to its leg, and prevented an entire battalion from being wiped out by friendly fire.
The animal became a hero. It received a ceremony, a photo, a named square, and everything. But no one seems to have asked: why, in the 20th century, did they still depend on a pigeon to save people?
When the system fails, efficiency becomes a miracle. And a miracle, no matter how moving, is a failure of the structure.
It's more or less what happens when you need technical support and it finally solves your problem after three days, seven attendants, and two apologies.
We thank them. We feel relieved. We might even praise the attendant. But deep down, the question lingers: should it be so difficult?
The coldness of "it's not our problem"
Many people who use cheap hosting have heard this phrase. The site goes down, the plugin breaks, the database freezes, and the response comes:
- "Look, the server is fine."
- "This type of support is not included in your plan."
- "Maybe the problem is with your code."
You feel like you're in a 1950s government office. Someone stamps your anxiety with a protocol and returns the chaos.
However, those who deal with this don't want a miracle. They want clarity. Agility. A direction. They want someone to say what, where, why, and, if possible, solve the problem if it's their fault. It seems simple. But it's not what the market delivers.
Technical support: between fantasy and trench
It's easy to sell "24/7 support". Difficult is keeping someone awake at 3 am, qualified, with autonomy to help, in a short time, without passing the problem on to another day. What we usually have is just a sign.
It's easy to promise "we solve everything". Difficult is keeping a team that knows WordPress, database, DNS, cron job, and is still available in less than an hour, every day, in every plan.
Many companies offer the decorated pigeon. Few think about the structure that prevents the war.
That's why Infinite made choices
We understood that the customer doesn't want perfection: they want honest efficiency, support that doesn't disappear, and that doesn't talk difficult just to get out of the way.
So, we chose a direct path:
Our hours are from 8 am to midnight on weekdays and from 9 am to 6 pm on weekends and holidays.
Why? Because at night, support stays idle, and keeping an active team makes hosting plans more expensive, which, for most, are already working well. We prefer to invest in engineering, monitoring, and response speed.And, even so, taking the last month as a metric, 83.8% of our support cases received an answer in less than 30 minutes.
If we don't solve it at first, we escalate. And when we escalate, you talk directly to a senior professional. No "I'll pass it on to the responsible person and return". No wall. There's people!
We focus on the solution: the number of message exchanges is short since our goal is clear: to solve, not to drag on.
About support channels
Most of our hosting plans use support via ticket, and this is not a resource cut. It's a conscious choice.
The ticket is a safe, organized, and trackable channel. It allows registering, prioritizing, documenting, and escalating precisely. That's why large companies and serious projects prefer this model: because it works.
In dedicated plans, there's also support via WhatsApp. However, for most cases, what guarantees agility is not the channel but how it's structured and managed. In this, we're fast. Really!
See one of the reviews we received:
Stability that liberates
We're proud to say that our support is not busy solving problems that our own infrastructure caused.
With 100% cloud server uptime SLA, what we have is a solid, predictable, and monitored structure. This number is not just technical; it's the explanation of why we can focus on what matters: helping you with your real demands and not chasing our own mistakes.
And what we don't do?
Direct code changes. Because when support starts messing with the client's system logic, the chance of breakage increases, and the focus dilutes.
We made this choice. We know that, for some, this seems like a limit. For us, it's a guarantee of expertise.
Still, if the error is in your code, when possible, we show the log, install an APM, and try to point out the section and, if feasible, explain what's wrong. And this is already more than most hosting services are willing to do (by far).
It's not the maximum possible: it's the maximum that makes sense
Infinite doesn't want to be the most brilliant. It wants to be the most consistent with what you need. With real stability (100% SLA), with support that takes action and with processes that prevent chaos before it arrives.
It's our priority not to waste energy on what inflates the promise, but doesn't improve the practice.
After all, you don't need a hero pigeon. You need a system that works and people on the other side, ready to act when something fails.
Furthermore, part of the commitment comes from constant monitoring and active listening. We analyze 100% of feedback and encourage the sharing of sincere opinions in our channels. For Infinite's culture, it's essential to know aspects that we need to strengthen and recognize those where we've already succeeded!