Quick overview
How to get support faster
Before opening a ticket, please check the relevant ORIV documentation first. Many common issues are already documented with step-by-step instructions. When opening a support ticket, include:- ORIV server, site, or app link
- Public URL or domain
- Exact error message
- Screenshot or screen recording
- What you expected to happen
- What happened instead
- When the issue started
- Recent changes: deployment, plugin update, DNS change, restore, migration, server change, or custom code change
- Logs or event output if available
- Whether the issue affects all users or only some users
Core support principle
ORIV Support focuses on:- ORIV platform and dashboard issues
- Supported ORIV hosting workflows
- Supported server stack operations
- Server/site health visible through ORIV
- Logs, events, SSL, backups, restores, domains, and deployment status
- Guidance for supported configuration
- A web developer
- A Laravel/PHP developer
- A Docker engineer
- A WordPress plugin or theme developer
- A DNS registrar or DNS provider
- An email deliverability consultant
- A third-party app support team
- A custom AI workflow or prompt engineering team
ORIV Panel and platform support
The ORIV Panel is the dashboard where you manage servers, sites, backups, SSL, domains, deployments, logs, teams, and billing-related workflows.What we do
We help with:- ORIV dashboard access and platform errors
- Server provisioning status and failed setup checks
- Server connection status inside ORIV
- Site creation, deletion, clone, staging, migration, and progress issues
- SSL installation, retry, pending, or failed status in ORIV
- Domain update status and ORIV-side domain checks
- Backup and restore jobs created through ORIV
- ORIV event logs, deployment logs, and task status
- ORIV-managed service restarts and platform repair workflows
- Team/account navigation and role guidance
- Billing routing, invoice review handoff, and refund-review guidance
What we do not do
We do not:- Provide root access guidance, including root password availability where applicable and safer SSH key-based login recommendations
- Guarantee recovery from unsupported manual changes made outside ORIV
- Perform unsupported custom server modifications
- Manage external cloud provider accounts unless an integration or access is provided
- Take responsibility for provider-side billing, provider outages, or provider account restrictions
- Act as an outsourced system administrator for every custom server change
ORIV Managed Servers vs Self-Managed Servers
ORIV supports different server ownership models. Support scope depends on who owns and controls the server infrastructure.ORIV Managed Servers
ORIV Managed Servers are provisioned and billed through ORIV-supported managed workflows. ORIV manages the supported server stack and platform services needed to host WordPress sites and supported applications.What we do
For ORIV Managed Servers, we help with:- Server provisioning through ORIV
- Supported hosting stack setup
- ORIV-managed services and configuration
- SSL and domain tools
- Backups and restores through ORIV
- WordPress/site management tools
- Server health checks visible in ORIV
- Logs and events visible in ORIV
- Security events and supported ORIV-side patches/mitigations
- Supported server service checks and restarts
What we do not do
For ORIV Managed Servers, we do not handle:- Customer custom code
- Plugin or theme code bugs
- Application business logic
- Third-party API behavior
- Third-party account billing
- SEO outcomes
- Email inbox placement guarantees
- Custom server architecture beyond supported ORIV workflows
- Unsupported manual system-level changes
Root and sudo access note
ORIV provides full root access and the root password where applicable. For better security, we recommend SSH key-based login instead of password login. Where supported, you can create:- Sudo users for server-level access
- Site users for site-specific access
Self-Managed Servers
Self-managed servers are servers you own or rent from your own cloud provider and connect to ORIV. The server and provider account remain your responsibility.What we do
For self-managed servers, we help with:- Connecting the server to ORIV
- ORIV panel integration
- Supported ORIV stack operations
- Site management features available through ORIV
- SSL/domain guidance through ORIV
- Backups/restores created through ORIV
- Logs/events visible in the ORIV dashboard
- General DNS and hosting guidance
- Identifying whether an issue appears to be ORIV-related or provider/server-related
What we do not do
For self-managed servers, you or your provider are responsible for:- Provider billing
- Provider outages
- Provider account access
- Root-level custom changes
- Unsupported packages or manual server modifications
- Firewall/network rules outside ORIV’s supported setup
- Hardware, region, IP, or infrastructure problems from the provider
- Removing resources from the provider dashboard after you no longer need them
- Provider support tickets and abuse reports, unless ORIV specifically created or manages the related service
Important self-managed server note
On self-managed servers, root/provider access remains with you or your hosting provider. ORIV Support may request a supported user or panel-level access to troubleshoot ORIV-related issues.Free WordPress Migration Offer
ORIV may offer free standard WordPress migration assistance for eligible sites moving into ORIV. Migration availability depends on:- Site access
- Site size
- Source hosting limitations
- Source security restrictions
- Site complexity
- Whether the migration is standard WordPress or a custom application
- Whether required credentials and permissions are available
What the free migration offer usually includes
For eligible standard WordPress migrations, we may help with:- Moving a standard WordPress site into ORIV
- Migrating files and database where access is available
- Basic post-migration checks
- Temporary URL testing guidance
- Domain/DNS guidance for pointing the site to ORIV
- SSL setup after DNS is ready
What the free migration offer does not include
Free migration support does not include, unless separately agreed:- Website redesigns
- Website rebuilds
- Custom development
- Malware cleanup, forensic cleanup, or guaranteed disinfection
- Fixing broken plugins or themes from the source site
- Rewriting custom code
- Email mailbox migration
- DNS/provider account management
- Domain ownership or registrar account changes
- Migrating non-WordPress applications
- Complex multisite or custom architecture migrations without prior review
- Performance optimization after migration beyond basic hosting checks
- SEO cleanup, content cleanup, or page builder redesign
What you need to provide for migration
Depending on the migration method, support may ask for:- Source website URL
- WordPress admin access
- SFTP/SSH or hosting panel access
- Destination ORIV server/site
- Whether the site is single-site or multisite
- Source host name, such as Cloudways, cPanel/WHM, InstaWP, or another provider
- Any special requirements before migration
WordPress support
ORIV hosts and manages WordPress sites at the hosting/platform level.What we do
We help with:- WordPress site creation through ORIV
- Domain and SSL setup
- ORIV-managed backups and restores
- Migration, clone, and staging workflows
- WordPress site logs available from ORIV
- File permission or ownership issues related to hosting operations
- PHP version and PHP service checks
- Cache-related hosting checks
- WP-CLI availability or hosting-level WP-CLI errors
- Database connection checks at the hosting level
- Identifying likely plugin, theme, cache, PHP, or resource issues from logs
What we do not do
We do not:- Build, redesign, or edit your website content as a development service
- Write custom plugin or theme code
- Maintain third-party plugin or theme code
- Deep-debug arbitrary plugin/theme internals beyond identifying the likely cause
- Guarantee SEO rankings, indexing, traffic, Core Web Vitals, or conversion outcomes
- Fix issues caused by unsupported manual code changes as part of standard support
- Replace a WordPress developer for custom functionality
DNS and domain support
DNS controls where your domain points. ORIV can tell you what records are required and help verify whether they are resolving correctly.What we do
We help with:- Required DNS records for ORIV-hosted sites
- A, CNAME, MX, SPF, DKIM, and DMARC guidance where relevant
- Checking whether DNS points to the correct ORIV server IP
- Explaining DNS propagation status
- Troubleshooting ORIV-side domain status
- SSL validation issues related to DNS
- Cloudflare proxy guidance when it affects ORIV SSL/domain behavior
- ORIV domain update and additional domain workflows
What we do not do
We do not:- Manage your external DNS provider account unless you grant access or connect an approved integration
- Control DNS propagation timing
- Fix registrar outages or domain ownership issues
- Renew domains purchased outside ORIV
- Guarantee third-party DNS provider behavior
- Manage all Cloudflare WAF/security settings as a managed Cloudflare service unless explicitly supported
Email, SMTP, and mailbox support
Email involves ORIV settings, DNS records, mailboxes, SMTP settings, sender reputation, recipient filters, and sometimes third-party providers.What we do
We help with:- ORIV mailbox setup where available
- ORIV email service configuration
- SMTP host, port, security, username, and password guidance
- IMAP/SMTP details for standard email clients
- DNS records for email: MX, SPF, DKIM, and DMARC.
- Sender verification steps.
- Checking ORIV mail service status
- Troubleshooting ORIV-side mailbox, SMTP, and DNS configuration issues
- Guidance for WordPress/contact form SMTP setup
What we do not do
We do not:- Guarantee inbox placement or deliverability
- Control recipient spam filters
- Control sender reputation across the internet
- Deep-troubleshoot every third-party email client
- Manage Google Workspace, Microsoft 365, Mailgun, SendGrid, Elastic Email, or other providers unless access/integration is provided
- Guarantee that direct outbound mail on port 25 is available, because many providers block it
- Write or maintain custom mailing code inside your app
- Include email mailbox migration in the free WordPress migration offer unless separately agreed
Email deliverability note
Even when DNS and SMTP are configured correctly, inbox placement can depend on sender reputation, domain history, email content, bounce/complaint rates, recipient filters, and SPF/DKIM/DMARC alignment.Git deployment support
ORIV supports Git-based deployment workflows for supported app/site types.What we do
We help with:- Connecting supported Git providers
- Selecting repository and branch
- Git deployment settings inside ORIV
- Push to Deploy guidance
- Deployment URL/webhook guidance
- Deployment logs and recent deployment status
- Environment variable guidance where available
- Identifying whether a deployment failure is caused by ORIV, Git access, build command, environment, or app code
What we do not do
We do not:- Fix your application code
- Resolve merge conflicts
- Write CI/CD pipelines
- Debug custom build scripts beyond identifying log errors
- Manage repository permissions beyond connection guidance
- Refactor or review code as part of standard support
- Guarantee that every repository will deploy without app-specific changes
Laravel and PHP application support
ORIV can host PHP and Laravel applications depending on the selected server stack and deployment method.What we do
We help with:- PHP version and PHP extension guidance
- Web server/proxy configuration related to ORIV hosting
- Domain and SSL setup
- Deployment logs and failed deployment checks
- Environment variable guidance
- File and folder permission issues related to hosting
- Laravel public directory guidance
- Queue and cron guidance at the hosting level
- Database connection checks at the server/configuration level
- Error log review to identify whether the issue is runtime or application-level
- Server resource checks: CPU, memory, disk, and services
What we do not do
We do not:- Write Laravel controllers, models, jobs, middleware, or views
- Fix custom business logic
- Debug third-party package internals as a development service
- Design or refactor your application architecture
- Optimize your application database queries as a development service
- Build APIs, admin panels, or application features for you
- Maintain your custom codebase
Lovable app support
Lovable can generate applications that you may want to host on ORIV. ORIV Support focuses on the hosting/deployment layer, not the generated app’s design or code quality.What we do
We help with:- Hosting or deploying a supported Lovable-generated app on ORIV
- Environment variable guidance
- Domain and SSL setup
- Deployment logs
- Server health checks
- Basic routing/proxy checks where supported
- Identifying whether the issue appears hosting-related or app-code-related
What we do not do
We do not:- Fix generated Lovable code
- Redesign the app
- Change business logic
- Debug frontend/backend implementation details as a development service
- Improve app UX or generated design
- Manage your Lovable account or project settings beyond deployment guidance
- Guarantee that generated code is production-ready without developer review
Ollama support
Ollama hosting can be used for local or self-hosted model workflows where supported by ORIV.What we do
We help with:- Deploying the supported ORIV/Ollama hosting stack
- Accessing the service
- Basic service health checks
- SSL/domain setup where applicable
- Logs visible through ORIV
- Server resource checks
- Restarting or redeploying supported services where available
What we do not do
We do not:- Guarantee model output quality
- Provide prompt engineering
- Fine-tune models
- Debug custom model behavior
- Guarantee performance for every model
- Resolve GPU/provider limitations outside ORIV scope
- Handle third-party model licensing questions
- Optimize every model for speed, memory, or cost
Docker and Docker Compose support
Docker and Docker Compose provide flexibility, but custom images and application internals remain your responsibility.What we do
We help with:- ORIV-supported Docker/custom app deployment workflows
- Docker Compose file location and basic format guidance
- Deployment logs and container status checks
- Exposed ports and port conflict guidance
- Nginx proxy/routing configuration related to ORIV
- Domain and SSL setup
- Environment variable guidance
- Server resource checks
- Restarting or redeploying services where supported
- Identifying whether an issue appears ORIV infrastructure, proxy, port, environment, or container/app related
What we do not do
We do not:- Build custom Docker images for you
- Write or restructure Dockerfiles
- Write or restructure Docker Compose files as a development service
- Debug arbitrary software inside your container
- Maintain your custom application code
- Fix bugs inside third-party images
- Guarantee that every public Docker project will run unchanged on ORIV
- Provide full DevOps consulting for unsupported custom architectures
- Design custom networking beyond supported ORIV configuration
AI Agent Hosting: OpenClaw, Hermes, and Paperclip
ORIV supports AI agent hosting workflows such as OpenClaw, Hermes, Paperclip, and related agentic services where available.What we do
We help with:- Provisioning supported AI agent hosting services
- ORIV dashboard access
- Server health checks
- SSL and domain setup
- Logs visible through ORIV
- Service restart or redeploy where supported
- Basic Telegram pairing guidance where relevant
- Basic control UI access guidance
- Identifying whether an issue appears hosting-related, service-related, or custom workflow-related
What we do not do
We do not:- Guarantee agent task success
- Guarantee model response quality
- Provide prompt engineering as standard support
- Build custom workflows for you
- Debug arbitrary tools, plugins, or custom agent code
- Manage third-party LLM/API billing
- Pay for or control your OpenAI, Anthropic, OpenRouter, Google, or other AI provider account
- Fix user-created automation logic
- Guarantee that an agent can complete every business task autonomously
- Debug every third-party integration used by an agent
Important AI hosting note
ORIV Support can help keep the supported hosting environment running. The quality of an AI agent’s output depends on the model, prompts, tools, API providers, user configuration, and the task itself.Malware cleanup support
Malware on ORIV-hosted sites is rare, but it can still happen if a WordPress plugin/theme is vulnerable, credentials are compromised, an unsafe file is uploaded, or malicious code is imported from a previous host. ORIV provides hosting-level security features, logs, backups, firewall guidance, vulnerability-related visibility where available, and server/site management tools. However, malware cleanup itself is a specialist security service and is not included in standard ORIV Support.What we do
For suspected malware or suspicious files, we can help with:- Checking whether the server/site is online in ORIV
- Reviewing ORIV-visible logs and events
- Helping identify suspicious symptoms from a hosting point of view
- Guidance on restoring from a clean backup if one is available
- Guidance on rotating passwords, SSH/SFTP users, and database credentials
- Guidance on updating WordPress core, plugins, and themes
- Firewall, SSL, backup, and vulnerability-related guidance available through ORIV
- Explaining when a malware/security specialist may be needed
What we do not do
Standard ORIV Support does not include:- Malware removal or guaranteed cleanup
- Manual forensic investigation of every file/database table
- Cleaning hacked WordPress sites
- Removing webshells/backdoors as a managed service
- Repairing injected SEO spam pages or malicious redirects
- Reviewing every plugin/theme file for compromise
- Guaranteeing that a site is fully disinfected
- Removing Google, browser, email, or security-vendor blacklist warnings
- Reputation repair after a compromise
- Installing, configuring, and maintaining third-party malware tools as a managed service
What to do if you suspect malware
If you suspect malware:- Take the site offline or put it in maintenance mode if the issue is active.
- Keep a copy of the current files/database for evidence before deleting anything.
- Restore from a known clean backup if you have one.
- Update WordPress core, plugins, and themes.
- Remove unused plugins, themes, and unknown admin users.
- Rotate WordPress, database, SFTP/SSH, ORIV, provider, and API credentials.
- Ask a qualified malware cleanup/security specialist to inspect and clean the site if the infection is confirmed.
- Contact ORIV Support if you need help checking backups, logs, hosting status, or ORIV-side security tools.
Malware cleanup note
Because malware cases are uncommon and each infection can be different, ORIV Support can provide best-effort hosting guidance, but we cannot certify a site as clean. A confirmed infection should be handled by a WordPress security or malware cleanup specialist.What is always outside standard support
The following are outside standard ORIV Support unless separately offered or agreed:- Custom development
- Custom code debugging
- Theme/plugin development
- Business logic changes
- Website redesign
- Malware cleanup, forensic cleanup, or guaranteed disinfection
- SEO/content work
- Email hosting migration unless separately agreed
- Domain registrar account management
- Third-party provider billing or outages
- Third-party API billing
- Prompt engineering or AI model tuning
- Unsupported root-level server modifications
- Writing Dockerfiles, Compose files, CI/CD pipelines, or application code
- Full DevOps consulting for unsupported architectures
- Fixing third-party tools, packages, plugins, themes, images, or generated code
Best-effort guidance
When an issue is outside standard support scope, ORIV Support may still provide:- General guidance
- Relevant logs
- Documentation links
- Suggested next steps
- Clarification on whether the issue appears ORIV-related or app/provider-related