Support
What 24/7 buys you at this counter
Any host can print 24/7 and stop there. Below are the reply targets we work to by type of request, the language we answer in, and the jobs we do not take on.
2 hrs
Target for the first reply
24/7
Cover that runs all year round
English
The language we answer in
Humans
Reading every ticket
Response Targets
The speed we aim to answer at
The queue is ordered by how badly something is broken, never by what the plan costs.
| Type of request | First reply | Detail |
|---|---|---|
| Site or server down | Under 1 hour | An unreachable site jumps straight to the head of the queue, whatever the clock happens to say. |
| Email not sending or arriving | Under 2 hours | Handled as urgent, since mail that never arrives is business that never arrives. |
| General technical question | Under 2 hours | Configuration, DNS, SSL, cPanel, databases, performance questions. |
| Migration request | First reply under 2 hours | We book the move with you, and most are finished inside 24 hours. |
| Billing or refund | Under 4 hours | A refund inside the guarantee window is processed the same working day. |
| Abuse report | Under 4 hours | File it at /report-abuse, and it gets read the moment it lands. |
How It Works
Getting an answer that is quick and useful
A ticket is the quickest route
Raise a ticket from inside your client area and it arrives with the account already attached, so no one burns the first reply establishing who you are. That is the shortest road to an answer.
No overnight gap
Cover carries on through the night, which means a 3am fault where you happen to be does not wait for the UK to wake up. Urgent is urgent at any hour.
Any time zone, one language
Answers come from anywhere, at any hour, and they come in English. Saying that plainly beats hinting at multilingual cover we cannot yet put people behind.
Somebody who knows the platform
The people replying work on this platform every day, and none of them is reading from a script. Should the first answer miss the mark, say so: the ticket moves up instead of going round in circles.
Common Questions
What people ask about support
Are these guarantees or targets?
Targets, and the word is there on purpose. Dressing them up as a contractual SLA would mean promising credits we have not yet earned the right to offer, and breaking a promise is worse than falling short of an aim you stated. These are the numbers the team works to. Miss one badly and what you get is a straight explanation, not a hunt through the terms page.
Which languages do you answer in?
English, and for the moment nothing but English. Selling into a great many countries does not amount to supporting every language spoken in them, and we will not pretend otherwise. Where English sits awkwardly with you, a written ticket usually beats live chat: there is time to compose it, and translation tools handle written technical detail well. More languages are on the list as the team grows.
Is the night shift real, or is it marketing?
Real enough that this page exists, because a claim like 24/7 deserves backing up rather than repeating. Report a site down at any hour and it gets picked up. Ask a low-priority question at three in the morning and it may sit a little longer than the same question asked at midday. That is the honest shape of the thing, rather than a pretence that every hour is identical.
Do dearer plans get quicker replies?
No. Whoever answers the dedicated server also answers the cheapest shared account, and a site that is down is down regardless of what it costs each month. What orders the queue is how badly something is broken, never the size of the invoice attached.
What falls outside support?
Keeping the infrastructure working is our end of it: server, platform, DNS, SSL, mail delivery, backups, migrations. On your own application we will gladly point you in the right direction, but debugging custom code is not something we do, nor building the site, nor keeping your plugins and themes up to date. Take a VPS or dedicated server with root access and the operating system, along with whatever you install on it, belongs to you to run. The network and hardware layer underneath stay with us.
How do I reach you?
Open a ticket in your client area, or use the contact form if no account exists yet. No phone number is published, because a small team on the phones means everyone else's ticket waits its turn. Written support gets you a quicker and more accurate answer, and it leaves a record you can go back to later.
Try the support out before you buy.
Put a question through the contact form — you do not need an account. It is the cheapest way to work out whether we are the sort of shop you want.
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