What support is included with my hosting plan?

Our support team is available 24/7 to assist you. If you need assistance, you can raise a ticket with our team and expect an average response time of 20-40 minutes. Please keep in mind that certain inquiries may require more time to investigate, and during busier periods, there may be delays, so we appreciate your patience.

We prioritize urgent support tickets, but please avoid misusing the "priority" status. Any misuse of this feature may result in account suspension or removal.

To raise a ticket with our support team, you can log in to our client area and click "Support -> Open a Ticket."

Alternatively, you can email us directly at the provided email addresses.

Chat Support:

Our live chat service is available on weekdays from 10:00 to 22:00 and on weekends from 10:00 to 16:00. Please be aware that the chat feature is a "conversational platform" intended for your convenience, and immediate responses cannot always be guaranteed. Our team is instructed to prioritize support requests over chat to ensure urgent needs are addressed promptly.

Please do not use the chat for urgent inquiries; these should be submitted through our ticket system. Additionally, please use the chat only for general support, not for issues requiring account access or investigation. To maintain an audit trail of our work, we recommend using the support ticket system for such requests.

Phone Support: 

We offer phone support during UK working hours, but it's limited to our Premium Hosting and Elastic Cloud clients only.

Support Remit:

The company provides assistance with issues related to the security, stability, and performance of its hosting platform. They also provide guidance on how to use their hosting platform and can offer help with restorations if necessary, although backups are not guaranteed.

However, they do not provide support for PHP or code-related errors or queries, diagnosis of PHP-related errors, or assistance with WordPress or any other applications hosted on the platform. In these cases, they may redirect customers to external support material or advise seeking the assistance of a developer or third-party support.

If a customer makes a request that is out of scope, the company will inform them and try their best to direct them to the appropriate resources.

Migration Assistance:

Please be aware that we offer a free migration service, provided the following conditions are met:

• The migration must be from a cPanel server or provider.
• The remote server must have cPanel backup functionality enabled.
• The client must first attempt to migrate the sites using our Migration Center, which simplifies the process.
• The account(s) must be migrated in a single run, rather than in batches.
• Migrations will always be given lower priority to avoid conflicting with support requests.
• Migrations will be processed upon request and cannot be scheduled for a specific date or time.

Please note that the following services are not included in our free migration service. However, at our management's discretion, we may provide a paid migration service for any of the following:

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

The cost of manual migration may vary depending on the level of involvement required. Charges can be calculated on an hourly or per-account basis.

Manual website migrations will include only files, databases, and corresponding configuration file updates. Please be advised that post-migration diagnosis may require the assistance of a developer.

Support Availability: