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 jobSupport
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.
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]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 siteWhat to expect
Response times, and what is covered.
| 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 ph |
| 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 sit on a phone all day taking calls that could have been a two line email, because that is time not spent building and fixing websites. That is the deal, and it is why the prices on this site look the way they do.