Support
What 24/7 looks like in practice here
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
Somebody on duty every day of the year
English
The language replies come in
Humans
Reading every ticket that arrives
Response Targets
How fast we aim to get back to you
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 | A site nobody can reach goes straight to the front of the queue, whatever time of day it is. |
| Mail not sending or arriving | Under 2 hours | Urgent every time. Mail that never lands is an order or an enquiry that never lands. |
| General technical question | Under 2 hours | Setup questions, DNS records, SSL, cPanel, databases, tuning for speed. |
| Migration request | First reply under 2 hours | We book the move in with you first, and most of them finish inside 24 hours. |
| Billing or refund | Under 4 hours | A refund claimed inside the guarantee window goes out the same working day. |
| Abuse report | Under 4 hours | File it at /abuse-reports. Somebody picks the report up on arrival. |
How It Works
The fastest way to get an answer
A ticket is the quickest lane
Raise a ticket inside your client area and it reaches us with the account already attached, so the first reply is not spent establishing who you are and what you bought. Quickest route to an answer.
No dead hours overnight
Someone is watching overnight, so a 3am outage where you live does not sit in a queue waiting for the UK to get up. Urgent is urgent whatever the clock says.
Any time zone, one language
Write from anywhere, at any hour, and you get a reply in English. Better to say that outright than hint at multilingual cover the team cannot yet staff.
Somebody who knows the stack
Whoever writes back runs this platform day to day, and nobody reads from a script. If the first answer misses, say so: it goes up a level rather than round in circles again.
Common Questions
Questions the support desk hears most
Targets, or guarantees?
Targets. We picked that word on purpose. Calling them a contractual SLA would mean owing credits we have not yet earned the standing to guarantee, and a promise we break does more damage than an aim set out in the open. What you see here are the numbers the team works towards each day. If one gets missed by a wide margin, you get a plain explanation of what went wrong, not a hunt through the terms page.
Which languages does support speak?
English, and at present nothing else. People buy from us across a long list of countries, and claiming that adds up to cover in every language would not be true. Where English is hard work, a written ticket tends to serve you better than live chat: you have time to draft it, and machine translation copes well with technical detail on the page. Other languages follow as the team gets bigger.
Is the overnight cover real, or marketing?
Real. This page exists because 24/7 is a claim worth standing behind rather than repeating. A site-down report gets picked up whatever the clock says. Send a small question at three in the morning and it may sit a bit longer than it would at midday. That is the honest version, not a pretence that every hour of the day is staffed alike.
Do dearer plans skip the queue?
No. One team handles the smallest shared account and the dedicated server alike, and a site that is down is down whatever the plan costs. Severity decides the order of the queue. The invoice total never does.
Where does the remit stop?
Ours is the infrastructure: the server itself, the platform on top, DNS, SSL, mail delivery, copies and migrations. We are happy to point you in the right direction on your own application, though we will not debug custom code, build a website for you, or look after anybody's plugins and themes. Where you hold root on a VPS or a dedicated server, the operating system and everything you install there are yours to drive; the network and the hardware underneath stay with us.
How do I reach you?
Open a ticket from your client area. No account yet? Use the contact form instead. We run no telephone line, and the reason is arithmetic: a small team stuck on calls leaves every other request sitting still, whereas writing gets you a faster and more exact answer, and leaves a record you can go back to later.
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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