Support
What 24/7 means here in practice
Any host can print 24/7 on a page and leave it there. Below: the reply targets we drive at by request type, the language replies come in, and the work we do not take on.
2 hrs
The first-reply target
24/7
Staffed on every day of the year
English
The language replies come in
Humans
Reading every ticket that arrives
Response Targets
How quickly we aim to come back
Severity decides the order of the queue; the price of the plan never does.
| Type of request | First reply | Detail |
|---|---|---|
| A site or server down | Under 1 hour | An unreachable site jumps to the front of the queue at any hour of the day. |
| Mail not sending or arriving | Under 2 hours | Urgent, always: mail that fails to arrive is business that fails to arrive. |
| General technical question | Under 2 hours | Configuration, DNS, SSL, cPanel, databases and performance tuning. |
| Migration request | First reply under 2 hours | The move is booked in with you, and most are done inside 24 hours. |
| Billing or refund | Under 4 hours | Refunds within the guarantee window are actioned that working day. |
| Abuse report | Under 4 hours | Filed at /abuse-reports and read the moment it arrives. |
How It Works
How to get an answer quickly
A ticket is the quickest lane
A ticket raised in your client area arrives with the account already attached, so nobody spends the first reply working out who you are. The shortest route to an answer.
No dead hours overnight
Cover carries on through the night, so a 3am failure in your part of the world is not parked until the UK wakes. Urgent means urgent at any hour.
Any time zone, one language
The desk answers at any hour, from anywhere, and it answers in English. Saying that plainly beats implying multilingual cover we cannot yet staff.
Somebody who knows the stack
Replies come from the people who run this platform daily, not from a script. Where the first answer misses, say so: it escalates instead of going round again.
Common Questions
Support questions we are asked often
Targets, or guarantees?
Targets, and the word is chosen deliberately. Dressing them as a contractual SLA would mean promising credits we have not yet earned the standing to promise, and a promise we break is worse than an honest aim. These are the numbers the team drives at. Miss one badly and what you get is a straight explanation, not a search through the terms page.
Which languages does support speak?
English, and for now only English. Customers here span a long list of countries, and pretending that amounts to supporting every language would be dishonest. If English is a stretch, a written ticket usually beats chat — you get time to compose, and translation tools handle written technical detail well. More languages arrive as the team grows.
Is the overnight cover real, or marketing?
Real — this page exists because 24/7 is a claim worth backing rather than simply repeating. A site-down report is picked up whatever the hour. A minor question sent at three in the morning may wait a little longer than the same one at midday. That is the honest picture rather than a claim that every hour runs the same.
Do dearer plans skip the queue?
No. The same team answers the cheapest shared account and the dedicated server, and a site that is down is down whatever it cost. Severity sorts the queue, never the size of the invoice.
Where does the remit stop?
Keeping the infrastructure running is ours: server, platform, DNS, SSL, mail delivery, copies and migrations. Pointing you in the right direction on your own application is fine by us, but we do not debug custom code, build sites, or maintain anybody's plugins and themes. On VPS and dedicated servers with root, the operating system and everything you install are yours to drive; the network and hardware layer stay with us.
How do I reach you?
Open a ticket in your client area, or use the contact form if you have no account yet. There is no telephone line: a small team tied up on calls means everybody else's ticket stalls, while written support produces a quicker, more precise answer and leaves a record you can return to.
Test the support before committing.
Put a question through the contact form; no account is needed for it. It is the cheapest way to find out whether we are the sort of host you want behind you.
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