Support
Help, and how long you wait
Two channels, both staffed at every hour, plus several hundred guides for the questions you would rather answer yourself.
2 hrs
Target for the first reply
24/7
Cover on every day of the year
500+
Guides you can read now
Humans
Reading every ticket
Channels
Four doors in, and each one suits a different job
Picking the right one is most of the speed.
Open a ticket
Quickest route for anything tied to your account: billing, provisioning, DNS, a site that has fallen over. Your tickets sit in the client area next to your invoices.
Email or the contact form
Questions before you buy, or anything you would sooner send while you still have no account. It lands with the same people who work the tickets.
Read the guides
Several hundred walkthroughs and plain-English definitions, put there to be read at three in the morning while you wait for nobody.
Check the status board
If the trouble looks platform-wide, read the network status page first: it lists whatever we already know about.
Before you write
Six lines that buy back an hour
A ticket with these in it usually gets an answer rather than a question back.
- The domain or account the problem is on
- What you expected to see, and what actually turned up instead
- The error text itself, copied out rather than paraphrased
- The hour it started, and whether anything changed just beforehand
- A URL where the problem shows itself, if one exists
- Whether it affects every visitor or only you
The library, sorted by the kind of question you bring
Step-by-step guides
Pointing a domain, installing WordPress, setting up mail, moving a site across: walkthroughs that name the actual clicks you make.
Hosting glossary
Plain-English definitions of the words hosting firms throw about without explaining them: nameserver, propagation, SNI, TTL.
Buying guides
Things worth weighing before you pick a plan, written with no referral fee sitting behind the verdict.
Response times
Targets broken down by type of request, what earns the word urgent, and the jobs support will not take on.
Pages people usually come to support to find
Network status
The things we already know are broken, updated here by hand.
Where your site runs
The London facility, the upstream platform behind it, and the real latency from elsewhere.
Security
What gets filtered, what gets patched, what gets backed up, and what we will not claim.
Terms and policies
Terms, privacy, cookies, refunds and the data processing addendum, gathered in one place.
Questions
Support, asked and answered
How quickly will somebody answer?
A downed site or server jumps the queue, and the first reply is aimed at inside an hour. Everything else aims at two hours, whatever the day and whatever the clock says. Aims, note, rather than a contractual service level of any kind. The response-times page spells out exactly what is promised and what is not, and why we would sooner publish a target we hit than a guarantee we miss.
Where do I open a ticket?
Inside the client area on the billing system, the same place your own invoices and services sit. Locked out for some reason, whether a lost password, a lapsed account, or anything else that bolts the door you normally knock on? Use the contact form and say as much. We will fix the access first, then the problem sitting behind it.
Is support included, or is it an upgrade?
It comes with every plan, the cheapest one included. No priority tier is on sale, and no charge lands per ticket. Plans differ in the product they give you, never in how ready we are to answer.
What does support not cover?
The platform is ours to look after: server, control panel, mail delivery, DNS, certificates, backups, and whatever we provisioned for you. Writing your code is not on the list. Nor is debugging a third-party plugin line by line, or designing the site. When a problem straddles the boundary, we will still tell you what our side can see, which is usually the half you cannot.
Do you offer live chat?
Not on this site, no. Tickets and email are the two routes in, and both are staffed around the clock. Running two channels properly beats advertising a chat window that has nobody sitting behind it at four in the morning.
Still stuck?
Send it over with the six lines above and it lands with someone who can act on it.
Contact support