Contact Us

Contact Us How to reach us and what to expect

We would rather you reached the right person first time than be bounced around. Here is what each channel is best for, and how quickly you can expect to hear back.

Which channel to use

Live chat suits quick questions: pre-sales advice, checking an order, confirming a setting. Tickets suit anything technical, because the engineer picking it up can see your account, the server logs and the history of the issue in one place. Phone works best when something is urgent and you would rather talk it through.

• Live chat - quick questions and pre-sales advice
• Support ticket - technical issues, migrations, restores, billing disputes
• Phone - urgent problems on a live site
• Email - anything you want on record with attachments

Response times

Live chat is answered in minutes during working hours. Tickets are answered around the clock, with anything reporting a site that is down or unreachable moved to the front of the queue. Billing and refund questions are handled during business hours because they need an account review.

Before you write in

A few details turn a long back-and-forth into a single reply. Tell us the domain affected, what you expected to happen, what actually happened, and the exact wording of any error. If the problem only appears on one device or network, mention that too - it usually points at DNS or local caching rather than the server.

Sales and migrations

Not a customer yet and weighing up plans? Say what your site runs on, roughly how much traffic it gets, and what has been going wrong with your current host. We will tell you which plan fits and, just as importantly, when a cheaper plan is enough.

Moving an existing site to us is free and we handle it for you. Nothing changes on your live site until the copy on our servers is tested and you are happy with it.

Account and billing

Invoices, payment methods and renewals are all managed from the Client Area. If you want a service cancelled, raise a cancellation request there so the request is timestamped against your account rather than sitting in an inbox.