Support
What 24/7 means in practice here
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
Staffed every day of the year
English
The language answers come in
Humans
Reading every single ticket
Response Targets
How fast we aim to come back
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 reach goes to the head of the queue, whatever the hour. |
| Email not sending or arriving | Under 2 hours | Treated as urgent — mail that fails to land is business that fails to land. |
| General technical question | Under 2 hours | Config, DNS, SSL, cPanel, databases and performance tuning. |
| Migration request | First reply under 2 hours | We book the move in with you; most are finished within 24 hours. |
| Billing or refund | Under 4 hours | A refund inside the guarantee window is actioned the same working day. |
| Abuse report | Under 4 hours | Filed at /report-abuse and read the moment it comes in. |
How It Works
How to reach an answer quickly
A ticket is the fastest lane
A ticket raised in your client area arrives with the account already attached, so nobody burns the first reply working out who you are. Shortest route to an answer.
No overnight dead zone
Cover carries on through the night, so a 3am failure in your part of the world is not parked until the UK wakes up. Urgent means urgent at any hour.
Every time zone, one language
We answer at any hour from anywhere, and we answer in English. Stating that plainly beats implying multilingual cover we cannot yet staff.
Someone who knows the stack
Replies come from the people who run this platform every day, not from a script. If the first answer misses, say so and it escalates rather than loops.
Common Questions
Support questions we hear often
Are these targets or guarantees?
Targets, and the word is picked deliberately. Dressing them up as a contractual SLA would mean promising credits we have not yet earned the standing to promise, and a promise we break is worse than an honest aim. These are the numbers the team drives at. Miss one badly and you get a straight explanation rather than a hunt through the terms page.
What languages does support speak?
English, and for now only English. We serve customers across a long list of countries, and we are not going to pretend that amounts to supporting every language. If English is a stretch for you, a written ticket usually beats chat — you get time to compose, and translation tools cope well with written technical detail. More languages arrive as the team grows.
Is the overnight cover genuine, or marketing?
Genuine — this page exists because 24/7 is a claim worth backing up rather than simply repeating. A site-down report gets picked up whatever the hour. A low-priority question sent at three in the morning may take a little longer than the same one at midday; that is the honest picture, not a pretence that every hour runs identically.
Do pricier plans skip the queue?
No. The same team answers the cheapest shared account and the dedicated server, and a down site is a down site whatever it cost. Severity of the fault sorts the queue, never the size of the invoice.
Where does support stop?
Keeping the infrastructure running is our job: 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 everything you install are yours to drive; the network and hardware layer stay with us.
How do I get hold of you?
Raise a ticket in your client area, or use the contact form if you do not have an account yet. There is no phone line: a small team tied up on calls means everyone else's ticket stalls, while written support produces a quicker, more precise answer and leaves a record you can go back to.
Test the support before you commit.
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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