Knowledge Base

What support is included with my hosting plan?

Support Tickets:

You can raise tickets with our support team, 24 hours a day, 7 days a week – please note as we will try and get back to your queries within 24-72 hours.

Please note, some enquiries may take longer to investigate, and we do have busier periods where delays may occur so your patience is always appreciated.

Urgent support tickets will always be treated as a priority, however, abuse of the ‘priority’ status is strictly not to be abused. Abuse of this facility will lead to account suspension or removal.

You can raise a ticket with our support team by logging in to our client area, then clicking ‘Support > Open a Ticket‘.

Alternatively, you can email directly at the following email addresses…

Phone Support:

Our phone support is available exclusively for certain customers and only during UK working hours.

Support Remit:

• We will assist with issues related to the security, stability and performance of our hosting platform.
• We will assist with providing guidance on how to make use of the hosting platform and may point you to relevant articles within our knowledgebase (or externally).
• We provide a self-managed backup facility, JetBackup, however, we are able to help with restorations should you be unable to for any reason. Please note that backups are a courtesy service, and cannot be guaranteed.

Please note that we do not provide support for the following…

• PHP or code related errors or queries
• Diagnosis of PHP related errors
• Assistance with WordPress, or any other application hosted on the platform

In all other cases, we will do our best to help. This may mean pointing you at a knowledge base article, or other external support material, or in some cases advising that you seek the assistance of a developer, or redirecting you to a 3rd party for support.

Occasionally a request may be out-of-scope, where this is the case we will let you know and we always do our best to point you in the right direction.

Migration Assistance:

Please note that we do provide a free migration facility, where the following terms can be met…

• The migration must be from a cPanel server/provider
• The remote server must have the native cPanel backup functionality enabled
• The account(s) must be migrated in a single run, as opposed to ‘batches’
• Migrations will be always run as a lower priority, to avoid conflicting with the usual support demand
• Migrations will be processed on request, and cannot be pre-scheduled at a particular time/date

We will not provide assistance with the following as part of our free migration service, however, at management discretion, we may be able to provide a paid migration service for any of the following…

• Manual migration of files, databases or emails
• Scheduled or prioritised migration requests
• Migration from a custom hosting platform, or control panel
• Migration with JetBackup files, or downloads

Any manual migration charges may vary, in accordance with the involvement required. This may be agreed on a per-hour basis, or alternatively on a per-account basis.

Manual migrations of websites will consist of files and databases, along with corresponding configuration file updates only. Please note that diagnosis following migration may require the assistance of a developer.