Support
You reach the people who run the platform.
There is no scripted first line here. Whoever answers can read the hypervisor logs, look at your invoice and change what needs changing.
Where to write
Three addresses, and they all reach a person.
Pick the one that matches what you need. Getting it wrong costs you nothing — we will move it.
Customers
[email protected]Anything about a service you already have: an unreachable server, a DNS record that will not propagate, a charge you do not recognise, a restore you need.
24 hours a day for anything down. One business day for everything else.
Before you buy
[email protected]Which plan fits, whether a migration is realistic, what we do not do, and how to move an existing setup across without a bad weekend.
One business day, and you will get a straight answer including “you do not need this”.
Abuse reports
[email protected]Traffic from our network that should not be happening — spam, scanning, brute force, phishing. Send logs with timestamps in UTC and the source address.
Acknowledged within 24 hours, then acted on.
Already a customer?
Sign in to see every ticket you have opened, the replies on each one, and the services they relate to. Tickets opened by email appear there too.
Response times
What you can hold us to.
These are first-reply times from a person, not an automatic acknowledgement. Managed hosting customers on Business and Scale are answered faster still.
| What you are writing about | First reply | Covered |
|---|---|---|
| Your server or site is down | Within 1 hour | 24/7, including weekends |
| Degraded performance or a platform question | Within 4 hours | 24/7 |
| Billing, invoices and refunds | Within 1 business day | Business hours |
| Pre-sales and sizing questions | Within 1 business day | Business hours |
| Abuse reports | Acknowledged within 24 hours | 24/7 |
Business hours are 08:00–18:00 UTC, Monday to Friday. Anything classed as down is worked on outside them.
Enquiry form
Or just tell us here.
This reaches the same queue as email. If you would rather not use a form, nothing is lost by writing to the addresses above instead.
For anything urgent on a live service, email [email protected] directly — it is the fastest route, and it does not depend on this page loading.