Support
What our 24/7 actually means
Plenty of hosts print 24/7 and leave it there. These are the response targets we work to, by request type, along with the languages we cover and the things we don't do.
2 hrs
Target first reply
24/7
Every day of the year
English
Language we support in
Humans
Not a chatbot loop
Response Targets
How quickly we aim to reply
Priority follows how broken something is — never how much the plan costs.
| Request | First reply | Notes |
|---|---|---|
| Site or server down | Under 1 hour | Anything where your site is unreachable jumps the queue, at any hour. |
| Email not sending or receiving | Under 2 hours | Treated as urgent — lost mail is lost business. |
| General technical question | Under 2 hours | Configuration, DNS, SSL, cPanel, database and performance questions. |
| Migration request | First reply under 2 hours | The move itself is scheduled with you; most complete within 24 hours. |
| Billing or refund | Under 4 hours | Refunds inside the guarantee window are processed the same working day. |
| Abuse report | Under 4 hours | Reported via /report-abuse and investigated on receipt. |
How It Works
Getting a fast, useful answer
Tickets are the fastest route
A ticket from your client area arrives with your account attached, so nobody has to verify who you are before helping. It is the quickest path to an answer.
No overnight gap
Cover runs around the clock, so a 3am problem in your timezone is not queued until a UK morning. Urgent means urgent whatever the hour.
Any timezone, one language
We answer at any hour from anywhere, and we do it in English. We would rather state that plainly than imply multilingual support we cannot yet staff.
A person who knows the platform
Replies come from people who work on this platform daily, not a script. If the first answer misses, say so and it escalates rather than looping.
Common Questions
Questions about support
Are these guarantees or targets?
Targets we hold ourselves to, and we have deliberately not dressed them up as a contractual SLA. A credit-backed guarantee is something we would rather earn the right to offer than promise early and quietly miss. In practice the targets above are what we work to; if we miss one badly, tell us and we will explain why rather than hide behind small print.
What languages do you support in?
English only, at present. We serve customers in a great many countries and we are not going to pretend that is the same as supporting every language. If English is not comfortable for you, written tickets tend to work better than live chat — you have time to compose, and translation tools handle written technical questions well. Additional languages are something we would like to add as the team grows.
Is support really staffed overnight, or is that marketing?
Genuinely around the clock, and this page exists precisely because '24/7' is a claim worth substantiating rather than asserting. Site-down issues are picked up at any hour. Lower-priority requests raised in the middle of the night may be answered a little more slowly than the same request at midday — that is the honest shape of it, rather than a promise that every hour is identical.
Do more expensive plans get faster support?
No. The same team answers a customer on the cheapest shared plan and a customer on a dedicated server, and a site being down is treated as a site being down regardless of what it costs. Priority is set by how broken something is, not by how much you spend.
What isn't covered by support?
We look after the infrastructure: the server, the platform, DNS, SSL, email delivery, backups and migrations. We are glad to point you in the right direction on your own application, but we do not debug your custom code, build your site, or maintain your plugins and themes for you. For VPS and dedicated servers with root access, the operating system and anything you install on it is yours to manage, though we will help with the network and hardware layer.
How do I reach you?
Open a ticket from your client area, or use the contact form if you do not have an account yet. We do not publish a phone number, because a small team answering calls means everyone else's ticket waits — written support gets you a faster and more accurate answer, with a record you can refer back to.
Try the support before you commit.
Ask us anything through the contact form — no account needed. It's the cheapest way to judge whether we're the sort of host you want.
Contact Support