Support
What 24/7 means 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
Covered every day of the year
English
The language we answer in
Humans
Reading every ticket
Response Targets
How fast we aim to answer
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 | If your site is unreachable it goes to the front of the queue, whatever the hour. |
| Email not sending or arriving | Under 2 hours | Treated as urgent — mail that never lands is business that never lands. |
| General technical question | Under 2 hours | Configuration, DNS, SSL, cPanel, databases and performance. |
| Migration request | First reply under 2 hours | The move itself is booked with you; most finish inside 24 hours. |
| Billing or refund | Under 4 hours | Refunds inside the guarantee window go through the same working day. |
| Abuse report | Under 4 hours | Filed at /report-abuse and looked at as soon as it lands. |
How It Works
How to get a quick, useful answer
A ticket is the quickest route
A ticket raised in your client area arrives with the account attached, so nobody spends the first reply working out who you are. It is the shortest path to an answer.
No overnight gap
Cover runs right through the night, so a 3am fault where you are does not sit until the UK wakes up. Urgent means urgent at every hour.
Any time zone, one language
We answer from anywhere at any hour, and we answer in English. Better to say that plainly than imply multilingual cover we cannot yet staff.
Somebody who knows the platform
Replies come from the people who work on this platform every day, not from a script. If the first answer misses, say so and it moves up rather than round in circles.
Common Questions
What people ask about support
Are these guarantees or targets?
Targets, and we have kept the word deliberately. Dressing them up as a contractual SLA would mean promising credits we have not yet earned the right to promise, and a broken promise is worse than a stated aim. These are the numbers the team works to. Miss one badly and you will get a straight explanation rather than a hunt through the terms page.
Which languages do you answer in?
English, and only English for now. We sell into a great many countries and we are not going to pretend that amounts to supporting every language. If English is awkward for you, a written ticket usually beats live chat — there is time to compose, and translation tools cope well with written technical detail. More languages sit on the list as the team grows.
Is the night shift real, or is it marketing?
Real, and this page exists because a claim like 24/7 is worth backing up rather than repeating. A site-down report gets picked up at any hour. A low-priority question raised at three in the morning may take a little longer than the same question at midday — that is the honest shape of it, rather than a pretence that every hour is identical.
Do dearer plans get quicker replies?
No. The same team answers the cheapest shared account and the dedicated server, and a site being down is a site being down whatever it costs. The queue is ordered by how badly something is broken, never by the size of the invoice.
What falls outside support?
The infrastructure is ours to keep working: server, platform, DNS, SSL, mail delivery, backups and migrations. We will happily point you the right way on your own application, but we do not debug custom code, build your site, or maintain your plugins and themes. On VPS and dedicated servers with root access, the operating system and whatever you install on it is yours to run, though the network and hardware layer stay ours.
How do I reach you?
Open a ticket in your client area, or write in on the contact form if there is no account yet. There is no phone number, because a small team answering calls means everybody else's ticket waits — written support gets you a quicker, more accurate answer and leaves a record you can go back to.
Test the support 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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