Support
Someone is awake, whatever time it is
24/7, 365 days a year. Tickets are answered by the same team that runs the platform, not a call centre reading a script.
Control Panel tickets
The fastest route. Your account context is already attached to the ticket.
Phone
For anything urgent, or when writing it down would take longer than saying it.
Sales, billing and account questions. Never send passwords by email.
Knowledge base
Step-by-step guides for the things people ask most, inside the Control Panel.
Common questions
When can I reach you?
24 hours a day, every day of the year. Tickets and calls are answered by the same team that runs the platform, not a first line that passes you on.
How quickly do you respond?
Anything affecting a live service is picked up straight away. Ordinary requests are answered the same working day, and usually a good deal sooner.
Do I speak to a person or a script?
A person, and a Solutions Specialist rather than a call handler. If the answer needs someone at the building, we can come to you.
Is support included?
Yes, on every plan and every managed server. There is no support tier to buy and no charge for asking a question.
What if the problem is not on your side?
We will still look. If a site is broken because of its own code or a plugin rather than the platform, we will tell you what we found and what it would take to put right.
Service level summary
Full terms are set out in the Definitive Concept service level agreement, which forms part of your contract.
| Priority | Example | Response |
|---|---|---|
| Critical | Site or mail down | Immediate, 24/7 |
| High | Degraded performance | Within the hour |
| Normal | Configuration request | Same working day |
| Low | Advice or planning | Two working days |
Response times to be confirmed against the published Definitive Concept SLA before launch.
Platform status
All systems operational
Business Cloud Operational
Managed Cloud Servers Operational
Email Operational
Control Panel Operational
DNS Operational
Status board placeholder — to be wired to the live status page when its URL is confirmed.