Support

Support that solves the problem, not just answers

Help with e-mail, databases, domains and the control panel is included in every hosting package. You send a ticket and the team that maintains your server replies.

Send a ticket: tiket@bitlab.ba What to include in a ticket

Working days 09:00–22:00We answer tickets and enquiries.
24-hour server monitoringWe react to server failures at any time.
Engineer hour 60 EURFor additional work, billed per 15 minutes.

What is included and what is billed

Free support covers hosting, domains and e-mail. Work on your site's code and content is an additional service.

Included with hosting

E-mail or webmail is not working
The database (MySQL) is not working
The site is not loading
Domain support and DNS changes
Help with control panel features
Restoring the site from a backup
CMS installation
Migration from another hosting provider
Changing the main domain of the hosting account

Additional service

CMS login is not working
Errors on the site
Setting up a mail-sending script
Removing phishing and malware code
Configuring the .htaccess file
Creating and configuring e-mail accounts for you
A CMS plugin is not working
Website traffic report
Setting up cron jobs

Billed per engineer hour. Agree on the scope with support before work starts.

Support services price list

Fixed prices for the jobs clients ask for most often. Anything not on the list is billed per engineer hour. Prices exclude VAT.

ServicePrice

WordPress or Joomla updateUpdate of the core, theme and plugins. We back up the site before the update and check that everything works afterwards. 60 EUR Request

Cleaning a hacked siteRemoving malicious code from files and the database, changing passwords and updating the system. We confirm the exact price after inspecting the site, before work starts. from 120 EUR Request

Google Analytics setupCreating a Google Analytics 4 property, connecting it to the site and checking that visits are recorded. 60 EUR Request

SEO basics for your siteTitles and meta descriptions for up to 10 pages, XML sitemap, Google Search Console setup and a site speed report with recommendations. 120 EUR Request

Downloadable site copyAn archive of files and the database that you keep yourself. Daily server backups are already included with hosting. 30 EUR Request

Website developmentA WordPress presentation site of up to 5 pages, optimised for phones. For a larger site or web shop we send a quote. from 350 EUR Request

Other workEngineer hour. You pay for the actual time spent, billed per 15 minutes, with the scope agreed in advance. 60 EUR Request

How to get a faster answer

Send a ticket
Write to tiket@bitlab.ba from the address you used when ordering.
Describe the problem
Include the domain, the error message and what you have already tried. Do not send passwords by e-mail.
You get an answer
On working days from 09:00 to 22:00. A ticket sent after 22:00 is handled on the next working day.

Does your site earn money outside working hours?

If downtime of your site or e-mail means a significant loss, you can arrange a dedicated support package with a server. Contact us and we will propose a solution for your business.

Request a support offer

BitLab DNS servers

Enter these three DNS servers at your domain registrar so the domain works on BitLab hosting. Changing DNS is free of charge.

Name	IP address	Copy
`ns1.bitlab.host`	`136.243.201.114`
`ns2.bitlab.host`	`78.47.62.214`
`ns3.bitlab.host`	`46.105.30.76`