Something wrong? Here is what happens.

You get a person, not a ticket number that goes to a call centre. Most things are sorted the same day.

Log it in your portal

Fastest route. Sign in, describe the problem, attach a photo if it helps. It lands straight with the person who built your site, and you can see where it is up to.

Log a support job

Or just email us

If you cannot get in, email works fine. Same person reads it and it gets logged the same way.

[email protected]

Got a question first?

The questions page covers ownership, money, domains, Google and what happens if we vanish.

Site actually down?

We probably already know. Every site we host is checked every minute, and if one stops answering we get an alert and start on it before the phone rings.

See the status of every site

What to expect

Response times, and what is covered.

Support response times
What it is	How fast	What it costs
Site down or email not working	Started within the hour, working hours	Free, always
Something broken that we built	Same working day	Free, always
Small content change	1 working day	Out of your plan time, then £45 an hour, 1 hour minimum
New page or new feature	Quoted in 1 working day	Quoted first, never assumed
You broke it yourself	Same working day	Free the first time

Working hours are Monday to Friday. Out of hours we will still get the alert if your site goes down, and if it is serious we will deal with it.

The phone question

Yes, you can ring us. Within reason.

Most things are quicker in writing. We can act on them straight away, there is a record of what was agreed, and nobody is trying to remember a conversation from Tuesday.

But some things need an actual conversation, and pretending otherwise is annoying. Ask for a call and we will book one. Managed customers get one the same week. Everyone else, we will find a slot.

What we do not do is run a phone line all day, because that is time not spent building and fixing websites. Keeping it to booked calls is part of how we keep the prices where they are.