This article details the scope of support we provide for our hosting products.

Support Tickets:

Our support team is manned 24 hours a day, 7 days a week. You can raise tickets with our support team with an average response time of around 20 - 30 minutes.

Please note, some enquiries may take longer to investigate, and we do have busier periods where delays may occur so your patience is always appreciated.

Urgent support tickets will always be treated as a priority, however, abuse of the 'priority' status is strictly not to be abused. Abuse of this facility will lead to account suspension or removal.

You can raise a ticket with our support team by logging in to our client area, then clicking 'Support -> Open a Ticket'.

Alternatively, you can email directly on the following email addresses...

Department

Email Address

Sales and Billing

  • Billing Enquiries
  • Domain Registrations and Renewals
  • Licensing Enquiries
  • General Sales / Product Advice
  • Partnership Enquiries
  • Account Upgrades / Downgrades

[email protected]

Technical Support

  • Urgent Enquiries
  • Performance Diagnosis
  • DNS / Email Enquiries
  • Integration Enquiries
  • Any Technical Assistance

[email protected]

Abuse Reports

  • Copyright Infringement
  • Abuse Case Reporting

[email protected]

Chat Support:

Our live chat facility is available from 10:00 till 22:00 weekdays, and 10:00 till 16:00 on the weekends.

Please note that the chat facility is a 'conversational platform' as opposed to 'live chat', and is available for your convenience. As such, immediate responses cannot be guaranteed as the team are strictly advised to deal with support as a priority over chat in all cases, to ensure that urgent requirements are being attended.

Chat support is not to be used for urgent enquiries. Anything urgent must be raised through our ticket system.

Also note, that the live chat must only be used for 'general' support, as opposed to anything which requires changes or access to your account, or anything which requires any level of investigation. For this, the support ticket system is recommended, to ensure we maintain a central audit of any work carried out.

Phone Support:

Our phone support is available exclusively for our Premium Hosting and Elastic Cloud clients and is available during UK working hours.

Support Remit:

  • We will assist with issues related to the security, stability and performance of our hosting platform.

In all other cases, we will do our best to help. This may mean pointing you at a knowledge base article, or other external support material, or in some cases advising that you seek the assistance of a developer.

Occasionally a request may be out-of-scope, where this is the case we will let you know and we always do our best to point you in the right direction.

Support Availability:

Monday to Friday

Weekends

Support Ticket

24 / 7 / 365

24 / 7 / 365

Live Chat

09:00 - 22:00

10:00 - 16:00

Phone Support

10:00 - 16:00

Not Available

VPS Servers:

We'll look after the hardware, replacing any broken components and also ensure power and network availability but our VPS servers are unmanaged by default.

For more information on our VPS management plans, click here.


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