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
The speed we aim to answer at
Priority follows how broken something is — never how much the plan costs.
| Request | First reply | Notes |
|---|---|---|
| Site or server down | Under 1 hour | If your site cannot be reached, that ticket goes to the front, whatever the hour. |
| Email not sending or receiving | Under 2 hours | Urgent, always. Mail that goes missing is business going missing. |
| General technical question | Under 2 hours | Questions about configuration, DNS, SSL, cPanel, databases and site speed. |
| Migration request | First reply under 2 hours | We schedule the move with you first, and most of them finish within 24 hours. |
| Billing or refund | Under 4 hours | Ask inside the guarantee window and the refund goes out that same working day. |
| Abuse report | Under 4 hours | Send it through /report-abuse, and we investigate on arrival. |
How It Works
Getting a fast, useful answer
Tickets are the fastest route
Raise a ticket from the client area and it turns up with your account already attached, which means no one has to check who you are before getting stuck in. Fastest route to an answer.
No overnight gap
Cover does not stop overnight, so a 3am failure in your timezone is not parked until someone in the UK wakes up. Urgent is urgent at any hour.
Any timezone, one language
Any hour, anywhere in the world, you get an answer, and that answer comes in English. Better to put it bluntly than hint at multilingual support this team cannot yet staff.
A person who knows the platform
The people replying work on this platform every day; there is no script involved. First answer wide of the mark? Say so, and it escalates instead of going round in circles.
Common Questions
Questions about support
Are these guarantees or targets?
They are targets we hold ourselves to, and we have kept them out of a contractual SLA on purpose. A credit-backed guarantee is the sort of thing we would rather earn the right to offer than promise early and then miss on the quiet. What you see above is what the team works to day to day. Miss one badly and you should tell us; you will get an explanation instead of small print to hide behind.
What languages do you support in?
English only, for now. Customers write to us from a great many countries, and we are not going to pretend that adds up to supporting every language. Where English feels awkward, a written ticket usually beats live chat: you get time to compose what you mean, and translation tools cope well with written technical questions. More languages are on the list of things we would like to add as the team grows.
Is anyone genuinely on shift overnight, or is that just marketing?
Staffed right through, yes. This page exists because '24/7' is a claim that deserves backing up rather than simply being stated. A site that is down gets picked up whatever the clock says. A lower-priority request sent in the middle of the night may come back a little slower than the identical one sent at midday, and that is the honest shape of it, rather than a pretence that every hour runs the same.
Do more expensive plans get faster support?
No. A customer on the cheapest shared plan and a customer on a dedicated server reach the same team, and a site that is down is a site that is down whatever the monthly figure next to it. How badly broken the thing is sets the priority here. What you spend does not.
What isn't covered by support?
Infrastructure is ours: the server, the platform, DNS, SSL, email delivery, backups and migrations. On your own application we will point you at the likely cause, but debugging your custom code, building the site for you, or keeping your plugins and themes up to date is not work we take on. Where you have root on a VPS or a dedicated server, the operating system and everything you install on top of it belongs to you to run, though the network and hardware layer stays with us and we will always help there.
How do I reach you?
Open a ticket in the client area. No account yet? The contact form does the same job. A phone number is not something we publish, and the reason is simple arithmetic: a small team on the phone means every other ticket sits waiting. Writing gets you a quicker, more accurate answer and leaves a record you can go back to.
Test the support before you sign up.
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