Support
What 24/7 amounts to in practice
Any host can print 24/7 on a page and leave it at that. Below: the reply targets we drive at by request type, the language answers come in, and the work we do not take on.
2 hrs
Target for a first reply
24/7
On duty each day, no exceptions
English
The language answers come in
Humans
Reading every single ticket
Response Targets
The speed we aim to reply at
What sorts the queue is how badly something is broken, never what the plan costs.
| Type of request | First reply | Detail |
|---|---|---|
| Site or server down | Under 1 hour | A site nobody can load jumps straight to the front of the queue, at any hour. |
| Email not sending or arriving | Under 2 hours | Handled as urgent, because mail that never lands means business that never lands for you. |
| General technical question | Under 2 hours | Configuration, DNS, SSL, cPanel, databases, plus performance tuning work. |
| Migration request | First reply under 2 hours | We schedule the move with you, and most wrap up within 24 hours of starting. |
| Billing or refund | Under 4 hours | Ask for a refund inside the guarantee window and it goes through that working day. |
| Abuse report | Under 4 hours | Submit it at /report-abuse and someone reads it on arrival. |
How It Works
Getting an answer out of us fast
A ticket is the fastest lane
Raise a ticket from your client area and it lands with the account already attached, which means nobody spends the first reply establishing who you are. Shortest path to an answer there is.
No overnight dead zone
Cover runs right through the night, which means a 3am failure where you live does not sit parked until the UK gets out of bed. Urgent is urgent at any hour of the clock.
Every time zone, one language
Any hour, anywhere in the world, we reply, and the reply comes in English. Saying that plainly beats hinting at multilingual cover we cannot yet staff.
Someone who knows the stack
The people replying are the ones running this platform day in, day out, and nobody is reading from a script. Should the first answer miss the mark, say so: it escalates instead of looping.
Common Questions
Support questions we hear often
Are these targets or guarantees?
They are targets, and that word was chosen on purpose. Rebrand them as a contractual SLA and we would be committing to service credits before earning the standing to commit to anything. Breaking a promise does more damage than publishing an honest goal. What sits on this page is what the team actually drives at, day to day. Badly miss one and you will get a plain explanation from a person, not a paragraph buried in the terms.
What languages does support speak?
English, and at present English alone. Customers here sit across a long list of countries, and we are not going to pretend that adds up to supporting every language they speak. Where English is a stretch, a written ticket usually beats chat: you get time to compose, and translation tools handle written technical detail well. More languages will follow as the team grows.
Is the overnight cover genuine, or marketing?
Genuine. We built this page because saying 24/7 over and over proves nothing, whereas showing the numbers behind it does. Report a site down and somebody picks it up, whatever the clock says. Send a low-priority question at three in the morning and it may sit a little longer than the same question would at midday. That is what happens. We would rather write it down than pretend every hour behaves identically.
Do pricier plans skip the queue?
No. One team answers the cheapest shared account and the dedicated server alike, and a site that is down is a site that is down regardless of what it cost. The queue sorts on severity of the fault, never on the size of the invoice.
Where does support stop?
Our job is keeping the infrastructure running: server, platform, DNS, SSL, mail delivery, backups, migrations. We will gladly point you in the right direction on your own application, though we do not debug custom code, build your site, or look after your plugins and themes. On a VPS or dedicated server with root access, the operating system and everything you install are yours to drive. Network and hardware layer stay with us.
How do I get hold of you?
Open a ticket in your client area, or use the contact form when you have no account yet. No phone line exists here, and that is deliberate. A small team tied up on calls means everybody else's ticket stalls, whereas written support delivers a faster, more exact answer and leaves a record you can return to later.
Try the support out before committing.
Send a question through the contact form — no account required. It is the cheapest way to learn whether we are the sort of host you want behind you.
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