Support
Getting help, and what the wait looks like
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, and each does a different job
Half the wait is choosing the right one.
Open a ticket
For billing, provisioning, DNS or a site that has gone dark, this is the quickest route in. Inside the client area, tickets sit right beside your invoices.
Email, or the web form
Questions ahead of a purchase, or anything you need to send before an account even exists. It reaches the same engineers who work the ticket queue.
Read the guides
Hundreds of walkthroughs and plain-English explainers, written so you can get unstuck at 3am without waiting on a soul.
Begin at the status board
Where a fault looks bigger than your own account, the system status page already names what we are working on.
Before you write
Six details worth an hour apiece
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
- The hour it started, plus anything altered just before that
- A URL that reproduces it, if one exists
- Whether every visitor sees it, or only your own machine
The library, sorted by whatever question you have
Step-by-step guides
Walkthroughs with the real clicks in them: aiming a name somewhere, putting WordPress on, getting mail working, shifting a site across.
Hosting glossary
Terms that hosts tend to leave unexplained, defined in plain English: nameserver, propagation, SNI, TTL.
Buying guides
The things that genuinely count when picking a plan, and no referral fee tilting the verdict either.
Response times
Which request type carries which target, when something gets escalated, and what we send back to you.
The pages people contact support to find
Network status
Faults we have already spotted, posted up and updated by hand.
Where your site actually sits
The London facility, the platform sitting above it, and genuine latency figures from around the world.
Security
What gets filtered, what gets patched, what gets copied, and the claims we refuse to make.
Policies and legal documents
The data processing addendum, refunds, cookies, privacy and terms of service, gathered on one page.
Questions
What support is asked most
How quickly will somebody reply?
A site or server that is down jumps to the head of the queue, carrying a one-hour first-reply target. For everything else the aim is two hours, whatever the clock says and whatever the date. Read those as aims, not as an SLA you could take us to court over. The response-times page draws the line precisely and explains why a target we hit beats a promise we would break.
How do I open a ticket?
In the client area of the billing system, sitting alongside the services and invoices you already keep there. Locked out by a forgotten password, a lapsed account, or anything else blocking the usual route? Use the contact form and say so. Access gets restored first, and then we deal with whatever you originally wrote about.
Is support included, or charged for?
It comes with every plan, right down to the least expensive. No priority tier gates a thing, and no ticket carries a fee. Plans differ in the product you receive, never in how fast we answer.
What sits outside the remit?
Ours is the platform: servers, DNS, certificates, mail delivery, copies, the control panel and whatever else we set up for you. Writing your application, wading through somebody else's plugin, designing pages: those are not. When a fault straddles that line, you still get everything visible from our side, which is usually the half you cannot see for yourself.
Do you run live chat?
No. Two channels only, tickets and email, and both are crewed round the clock. Two channels run properly beat a chat widget bolted to 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