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Technical Support

You will experience hosting as it should be – responsive, smart and helpful.

Our technical support team is right here, waiting to help you.

We ensure that you will get the very best support, and all support team members have at least two years industry experience. The support team is available 9am to 5pm by phone and 24/7 by email, and we endeavour to respond to your enquiry within 2 hours.

Follow these 3 simple steps to resolve your query

Step 1

Check our current service status for information on planned maintainence and unplanned downtime.

Step 2

Search our KnowledgeBase it contains answers to common questions about or services.

Step 3

If you still can't resolve your query we are here to help you. Please log an Incident with our Service Desk.

Logging a Incident

The best way to contact our technical support and customer service teams is to use the Submit a Ticket page on our support site.

It sends your query straight through to the appropriate teams, and lets you track previous questions. This means you get a quicker response - and if the problem recurs, you will already have the solution.

If this is not possible, you can contact us via email This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone tel:+442036912900 (during contracted support hours). Our technical staff will raise a support ticket on your behalf.

Incident Management

Each support incident will be assigned a unique ticket ID. Please quote this ticket ID when:

  • Requesting a progress report
  • Calling back to say that the fault has been cleared
  • Providing an update to a Technical Support Engineer

Use the ticket system to:

  • Log Technical Faults
  • Request Changes
  • Request Remote Hands
  • Request access to the Data Centre

Please provide your account manager with the details of who you would like to have access to the support desk and what rights they have (e.g. can they raise access requests for themselves etc.) and we will set up accounts on the Server Desk system.

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