Our support ticket system is open 24 hours a day, 7 days a week, and for anything urgent a ticket is always the quickest way to reach us.
Ways to reach us
| Route | When | Details |
|---|---|---|
| Support ticket | 24/7 | Raise from your client area. Our first response target is within 1 hour, and we meet it on the vast majority of tickets. |
| Phone: 0333 123 8000 | UK office hours | Outside office hours, leave a voicemail and we’ll call you back as soon as possible, and at the latest by the end of the next business day. |
| Emergency out-of-hours line | Outside office hours | Included with our Business Hosting Premier plan – see below. |
The emergency out-of-hours line
Our Business Hosting Premier plan includes an emergency phone number for use outside office hours. Calls to it page our on-call senior (level 3) engineer, who may need to be woken or called away to respond.
It’s for genuine emergencies only, where a service we provide has stopped working and needs urgent attention, for example:
- your website is down or showing a server error
- your email has stopped sending or receiving
- your server is unreachable
Your emergency number and PIN
If you’re on Business Hosting Premier, we’ll send you your own emergency number and your own unique PIN within 2 business days of your plan starting. The number is separate from our main phone number. When you call, you’ll be asked for your PIN, so we can confirm it’s you before we act on your account.
Please keep your emergency number and PIN somewhere safe and easy to reach – not only in an email inbox, which could be affected by the very outage you need help with. Keep your PIN private, like a password. Our ticket support team can’t give out the emergency number during an emergency.
What it isn’t for
The emergency line isn’t for general support, such as questions, changes, how-to help, billing, or problems with third-party software like WordPress plugins. Please raise those by support ticket and we’ll pick them up in the normal way. If the emergency line is repeatedly used for non-emergencies, we’ll let you know, and if it continues we may withdraw access to it for your account. You’ll still have full access to ticket and phone support.
The full wording is in clauses 8.1 to 8.3 of our Terms of Service.
Any questions about this? Please contact our support team and we’ll be happy to help.
