Support
Getting help, and how long it takes
Two channels, crewed around the clock, plus hundreds of guides for everything you would rather settle on the spot.
2 hrs
First-reply target
24/7
Staffed every hour, all year
500+
Guides ready to read
Humans
On every ticket, without exception
Channels
Four routes in, each for something different
Half the wait is choosing the right one.
Open a ticket
The quickest way in for billing, provisioning, DNS or a site that has gone dark. In the client area, tickets sit next to your invoices.
Email, or the web form
Questions before you buy, or anything to send before an account exists. It lands with the same engineers who work the ticket queue.
Read the guides
Hundreds of walkthroughs and plain-English explainers, written to get you unstuck at 3am without waiting on anybody.
Begin at the status board
If the fault looks larger than your account, the system status page already lists what we are working on.
Before you write
Six details that save an hour
A ticket carrying these usually comes back with an answer rather than another question.
- The name or account showing the fault
- What you expected, and what you got instead
- The exact error text, pasted not paraphrased
- When it began, and what changed shortly beforehand
- A URL that reproduces it, if one exists
- Whether it affects all visitors or only your machine
The library, arranged by the question you have
Step-by-step guides
Pointing a name, installing WordPress, setting up mail, moving a site — walkthroughs that show the actual clicks.
Hosting glossary
Plain-English definitions of the terms hosts use unexplained: nameserver, propagation, SNI, TTL.
Buying guides
What actually matters when choosing a plan, written with no referral fee tilting the verdict.
Response times
The target for each kind of request, what gets escalated, and the work we hand back.
Pages people reach support looking for
Network status
Faults we have already found, posted and updated by hand.
Where your site actually sits
The London facility, the platform above it, and real latency figures from around the world.
Security
What gets filtered, patched and copied — and the claims we refuse to make.
Policies and legal documents
Data processing addendum, refunds, cookies, privacy and terms of service, all on a single page.
Questions
What support is asked most
How quickly will somebody reply?
A site or server that is down goes to the head of the queue with a one-hour first-reply target. Everything else is aimed at two hours, whatever the hour and whatever the date. Treat those as aims rather than an SLA you could sue over — the response-times page draws the line precisely, and explains why a target we meet beats a promise we would break.
How do I open a ticket?
Inside the billing system's client area, alongside the services and invoices you already have there. Locked out — forgotten password, lapsed account, anything blocking the usual route? Send the contact form and say so. We restore your access first, then deal with what you originally wrote about.
Is support included, or charged for?
Every plan includes it, the cheapest one included. No priority tier gates anything, and no ticket costs money. Plans differ in the product you get, never in how quickly we answer.
What sits outside the remit?
The platform is ours: servers, DNS, certificates, mail delivery, copies, the control panel and anything else we set up for you. Writing your application, working through somebody else's plugin and designing pages are not. Where a fault sits on that line, you still get everything visible from our side, which is generally the half you cannot see.
Do you run live chat?
No. Two channels — tickets and email — both crewed around the clock. Two channels run properly beat a chat widget stuck on the page with nobody behind it at 4am.
Still stuck?
Send those six details and the ticket goes straight to an engineer who can act on it.
Contact support