Support
Where to get help, and how fast it lands
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
Crewed every hour, right through the year
500+
Guides ready to read now
Humans
On every single ticket
Channels
Four separate routes in, each for a different purpose
Half your answer time is choosing well.
Open a ticket
Quickest route in for billing, provisioning, DNS, or a site that has gone dark on you. Your tickets sit right next to your invoices inside the client area.
Email or the web form
Pre-sales questions, or anything at all you need to send us before an account exists. It lands with the very same engineers who work the tickets.
Read the guides
Several hundred articles: step-by-step walkthroughs, jargon explained. Read one at 3am, unstick yourself, wait on nobody at all.
Start at the status board
Where a fault looks wider than your own account, the network status page will already say what we are on.
Before you write
Six things that cut an hour off it
A ticket carrying these usually comes back with an answer, not another question.
- The domain or account showing the problem
- What you expected to happen, and what happened instead
- The error text word for word, pasted not summarised
- The moment it started, and what changed just beforehand
- Any URL where the fault reproduces, if there is one
- Does it strike every visitor, or just your own machine
The library, grouped by the question you ask
Step-by-step guides
Walkthroughs that show every actual click: aiming a domain, getting WordPress on, wiring up mail, shifting a site over.
Hosting glossary
Definitions in ordinary words for nameserver, propagation, SNI and TTL, none of which hosts bother explaining.
Buying guides
What really counts while you are choosing a plan, written without a referral fee tilting the verdict.
Response times
The target we hold for each type of request, what gets escalated, and which jobs we hand straight back.
Pages people arrive at support hunting for
Network status
Faults we already know about, posted here and updated by hand.
Where we host you
The London facility, the platform sitting on top of it, and real-world latency measured worldwide.
Security
What we filter, what we patch, what we back up, and the claims we refuse to make.
Policies and legal terms
Data processing addendum, refunds, cookies, privacy, terms of service: all of it collected onto a single page.
Questions
The questions support gets most
How fast will someone reply?
A site or server that is down jumps the queue and carries a one-hour first-reply target. Everything else works to a two-hour aim, at any hour, on any date on the calendar. Read those as aims rather than an SLA you could take us to court over. Our response-times page draws that line exactly, and sets out why a target we hit is worth more than a promise we would break.
How do I raise a ticket?
Log in to the billing system and the client area holds your tickets, next to the services and invoices already listed there. Cannot get in at all? Forgotten password, lapsed account, some other obstruction, it makes no odds. Write via the contact form, tell us that, and restoring your access is the first thing we do. Your original question comes straight after.
Is support included, or a paid extra?
Every plan includes it, the very cheapest one included. There is no priority tier holding anything back, and no ticket ever carries a charge. Plans differ in what product you receive, never in how quickly somebody answers you.
What sits outside support's remit?
Ours is the platform: servers, DNS, certificates, mail delivery, backups, the control panel, and whatever else we set up on your behalf. Writing your application, debugging somebody else's plugin, and designing your pages are not on that list. When a fault lands right on the boundary we still hand over everything visible from our side, which tends to be exactly the part you cannot see yourself.
Is there live chat?
No. There are two channels here, tickets and email, and both are crewed at every hour. Running two of them properly beats bolting a chat widget onto the page with nobody sat behind it at 4am.
Still stuck?
Send those six details and your ticket goes straight to an engineer who can act.
Contact support