Help and Technical SupportIf you are in need of technical support for an existing Account you can:
- Email us: firstname.lastname@example.org. We will endeavor to respond to your email as soon as possible. If you do not get a response within your desired timeframe, please call us at our phone number below to escalate your request to the top of our list.
For site outages or other interruptions of service please call our Urgent Support Line at anytime: 1-800-672-8060 x0. We will respond within 15 minutes.
- Just need e-mail server settings? Check our reference page.
- FAQs, tutorials, and more self-help resources are available at our Community Information Center.
- To see what our support covers, check out: Gaia Host Support Scope
For Sales Inquiries:
- Sales Email: email@example.com.
Call our Sales department at extension 801 (1-800-672-8060). Use the "urgent" extension (x0) if appropriate.
Terms of Service
The most current version of our Terms of Service is available online.
Current Status Alerts
- 2018-01-10 08:03 AM:
Affected Services: Shared Host Web and Database Server Services
Outage to a Gen 1+2 Shared Hosting Server Due to Failure in Storage Array (Somerville, MA Datacenter)Jan. 10, 2018 at 8:03am US Eastern
Problems with the storage array on one of our shared hosting servers is resulting in web sites not displaying completely or being down.
We are urgently working to repair this issue.
Jan. 10, 2018 at 9:40am US Eastern
Due to the type failure in the storage array we are working to restore service from backup. This is in process, but will take a few hours.
Jan. 10, 2018 at 3:30p US Eastern
Normal routines for backup recovery have failed for the file system, due to a chain of failures hitting redundancy plans. Daily backups were also corrupted, but we have an additional yearly backup retained from Jan. 2017.
Database backups have been pulled successfully from the Jan. 8, 2018 4:30a daily database backup. They have been restored.
We are working with a partner vendor on emergency data recovery work from the primary storage array to recovery the live file system data.
We are also working on re-routing all traffic for the effected web sites to down for maintenance web pages while we continue to work to resolve this.
Jan. 11, 2018 at 2:30a US Eastern
Recovery and restore work has been continuing as quickly as possible.
All effected web sites should now display a simple "Service Temporarily Down" page when people try to visit your web site.
We have been able to pull the most recent database backups from Jan. 9th and 10th in the morning.
The live file system recovery process has been proceeding well. We are in the process of starting to bring web sites fully back online, but it may take thru the day on January 11th to complete this process for all customers.
Be advised that restoration of sites is happening to our Gen3 platform, which comes with great performance improvements. One notable technical change is PHP versions going from deprecated versions for the old Gen1+2 server your site was on, to current PHP 5.6. That PHP change may effect some web sites if they are using out-of-date web apps or custom code that is not compatible.
Please call us 1-800-672-8060 x0 to let us know if you must be a priority restoration
Jan. 12, 2018 at 5:00a US Eastern
Full restoration is continuing through the holiday weekend.
Jan. 15, 2018 at 5:00a US Eastern
Full restoration has been completed for nearly all customers. We are continuing a detailed review and will keep this status alert open until there is resolution for all customers.
A limited number of customers are experiencing problems with out-dated web applications (due to PHP end of life issues) that are not compatible with our current hosting platform.
If your site is still getting a Service Temporarily down message, Please call us 1-800-672-8060 x0 to get in touch about your site restore or compatibility status.
There have been no recent maintenance events.
There is no currently scheduled maintenance.