Support
Getting help, and how quickly it comes
Two channels, crewed around the clock, plus hundreds of guides for everything you would rather fix on the spot.
2 hrs
First-reply target
24/7
Staffed at every hour, all year
500+
Guides ready to read now
Humans
On every single ticket
Channels
Four routes in, each built for something different
Half your answer time is choosing well.
Open a ticket
The fastest way in for billing, provisioning, DNS or a site that has gone dark. Tickets sit beside your invoices in the client area.
Email or the web form
Questions before you buy, or anything you need to send before an account exists. It reaches the same engineers who work the tickets.
Read the guides
Hundreds of walkthroughs and plain-English explainers, written to get you unstuck at 3am without waiting for anyone.
Start at the status board
If the fault looks bigger than your account, our network status page already lists what we are working on.
Before you write
Six details that shave an hour off
A ticket carrying these usually comes back with an answer, not another question.
- The domain or account showing the problem
- The behaviour you expected, and the behaviour you got
- The exact error text, pasted rather than paraphrased
- When it began, and whether anything changed right before
- A URL that reproduces the issue, if one exists
- Whether it hits all visitors or only your machine
The library, sorted by the question you have
Step-by-step guides
Pointing a domain, installing WordPress, setting up mail, moving a site — walkthroughs that show the actual clicks.
Hosting glossary
Plain-English definitions of the terms hosts throw around unexplained: nameserver, propagation, SNI, TTL.
Buying guides
What genuinely matters when picking a plan, written with no referral fee steering the verdict.
Response times
Our aim for each kind of request, what we escalate, and the jobs we hand back.
Pages people come to support hunting for
Network status
Faults we have already spotted, posted and updated by hand.
Where we host you
The London facility, the platform above it, and real-world latency from around the globe.
Security
What gets filtered, patched and backed up — and the claims we refuse to make.
Policies and legal terms
The data processing addendum, refunds, cookies, privacy and the terms of service, gathered on one page.
Questions
The questions support gets most
How fast will someone reply?
A down site or server goes to the head of the queue, carrying a one-hour first-reply target. Everything else runs to a two-hour aim, at any hour, on any date in the calendar. Treat those as aims, not an SLA you could sue over — our response-times page draws the line precisely, and explains why a target we hit beats a promise we would break.
How do I raise a ticket?
In the client area of the billing system, right where your services and invoices already are. Locked out — forgotten password, lapsed account, anything blocking the usual way in? Send the contact form and say so. We will get your access back first, then deal with what you originally wrote about.
Is support included, or a paid extra?
It comes with every plan, right down to the cheapest. Nothing is gated behind a priority tier and no ticket carries a fee. Plans differ in the product you get, never in how fast we answer.
What sits outside support's remit?
The platform is ours: servers, DNS, certificates, mail delivery, backups, the control panel and anything else we set up for you. Writing your application, stepping through somebody else's plugin, and designing your pages are not. When a fault sits on that boundary we still send you everything visible from our end, which is usually the part you cannot reach.
Is there live chat?
No. Two channels — tickets and email — and both are crewed around the clock. Running two properly beats bolting a chat widget onto the page with nobody behind it at 4am.
Still stuck?
Send those six details and your ticket goes straight to an engineer who can act.
Contact support