Web Hosting Technical Support

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We aim to offer support solutions that meet the requirements of all of our clients, and have telephone, web, and email options available. We also have a detailed knowledgebase of articles to help you obtain the most from your hosting. Before raising a support ticket, please consult the knowledgebase first as you may find your question answered there.

Definitions:

  • 24-hour: 7 days per week, every day of the year
  • Business Hours: 9am to 5pm, Monday to Friday, excluding bank holidays
  • Out of Hours: Those hours outside Business Hours
  • Email Support: Support obtained by logging a ticket in the Support Ticket System
  • Telephone Support: Support obtained by telephoning +44 203 355 0930, option 2
  • Non-Urgent Support: Configuration changes, updates, and any issue that does not directly limit the general operation of your web site or email.
  • Impacting Service Support: Issues where your web site or email runs at reduced or degraded performance, but the site or email is still accessible
  • Urgent Support: Any issue that means your web site or email is not accessible.

Getting Technical Assistance:

  • Non-Urgent Support: If your enquiry is Non-Urgent please raise a support ticket using the Support Ticket System. Your request will be assigned a ticket number to enable you to track it. Requests are processed on a first-come, first-served basis during Business Hours. Please do not use telephone support for non-urgent issues, and please do not email individual members of staff as your request may be overlooked.
  • Impacting Service Support: If your enquiry is Impacting Services provided by us, please first raise a support ticket using the Support Ticket System. Your request will be assigned a ticket number to enable you to track it. Requests are processed on a first-come, first served basis 24-hours per day. If you have not had a response within a reasonable period of time, please telephone +44 203 355 0930 and select option 2. During Business Hours, telephone support for urgent issues is free of charge for clients on Starter hosting plans or higher.
  • Urgent Support: If your enquiry is Urgent, please first raise a support ticket using the Support Ticket System and assign a priority of 'HIGH'. Your request will be assigned a ticket number to enable you to track it. Requests are processed on a first-come, first-served basis 24 hours per day. If you have not had a response within a reasonable period of time, please telephone +44 203 355 0930 and select option 2. During Business Hours, telephone support for urgent issues is free of charge for clients on Starter hosting plans or higher.
  • Out of Hours Telephone Support is available to selected shared hosting packages and dedicated servers only. Please have your hosting account username or domain name ready so that we can confirm you are entitled to out-of-hours support. Please note that customers using this service without the appropriate support agreement will be charged £125 per hour, pro-rata to a minimum billing period of 15 minutes if an urgent response is required before the beginning of the next working day.

Shared Hosting Support:

  • Home Package Hosting: 24-hour e-mail support support.
  • Starter and Standard Package Hosting: 24-hour e-mail support and Business Hours telephone support.
  • Premium Package Hosting: 24-hour e-mail and telephone support.
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