Customer Support Information

With our own staff located inside the data centre 24x7x365 you can be assured you receive the best of breed support just when you need it.

In order to speed up support requests please follow the guidelines below for new and existing issues:

How can I contact you for support?
We offer online and email ticket submission, along with 24 hour telephone support. Contact details are here.

Is there a service status page?
Yes, click to visit our status mini-site.

What is the procedure for requesting support?
You should submit a support ticket through the customer Portal. Telephone support is only to be used for critical issues and follow-ups to your tickets.

Are there any charges for support?
All of our servers are supplied 'un-managed', as such we only provide support for the server hardware (for dedicated servers) and network related issues. We can also help with some Operating System related issues too.

Because we offer an un-managed service, ticket support is free of charge 24 hours a day, every day of the year.

Our telephone support is charged at £30 + VAT per 30 minutes during office hours, unless your issue lies within our network or hardware. Telephone support after-hours (6pm - 8am, weekdays) is charged at £60 + VAT for the first 30 minutes, then £30 + VAT for every 30 minutes afterwards.

Our remote-hands charge (this is when you want us to help out over and above our 'free' un-managed offering) is £30 + VAT per 30 minutes, unless the issue is related to our own network or hardware (if you have one of our dedicated servers), in which case there will be no charge. If you have any questions relating to our support policies, please contact us.