Support Charter This is our promise to you

We want to make every single one of our customers happy. It’s been that way since we started, more than 20 years ago. And it’s the reason people stay with us. Exceptional service is our number one priority. We even go as far as promising the levels of support you’ll receive.

Read on, and discover our support promise to you.

Our communications

Our overriding goal in every situation is customer satisfaction.
We promise to communicate in a friendly, helpful manner at all times. That should be a given, but in a hectic world of robotic chat and automated systems, our personal approach really does stand out.

We also promise not to bewilder you with jargon, but we won’t treat you like an idiot, either. We’ll keep the conversation straightforward and understandable. If you want us to go all technical and get our geek on, that’s great as well.

Team
Team
James

Our response times

Our aim is to attend to emergency issues immediately within working hours

Emergencies include:

Websites offline or down
Websites offline or down
Domain names offline
Domain names offline
DNS faults preventing sites loading
DNS faults preventing sites loading

We’ll work to resolve simple and regular requests within 24 hours

Examples of regular requests include:

Billing issues
Billing issues
Login and password queries
Login and password queries
Email queries
Email queries
FTP queries
FTP queries

We’ll work to resolve complex or unusual requests within 72 hours

Examples of complex requests include:

Troubleshooting code and scripts
Troubleshooting code and scripts
Debugging complex errors
Debugging complex errors

We’ll do our absolute best to hit these targets. If for some reason we can’t, then we’ll keep you informed about when you can expect a resolution.

We also promise to never, ever leave you hanging. If something falls beyond the scope of our services, we might not be able to offer a solution ourselves, but we’ll certainly point you in the direction of where to go next.

Finally, we’re only human. And whether we like it or not, mistakes can happen. When they do, we’ll work our hearts out to make things right, as quickly as possible.

Your obligation to us

Relationships are all about two-way communication. For us to support you and your website, we’d like a little something from you.

courteous and respectful

Please be courteous and respectful with our team members, they are trained specialists who genuinely want to help you.

keep offline backups

Always keep offline backups of your important data. We’ll try to help you get your site back on its feet if hacked or damaged, but we need to rely on clean data to do that for you.

email us with the details

By all means call us on the phone, we love to chat. However, for complex queries, we always prefer you to email us with the details.

How can we help?

We’re here to make your life easier. Get in touch using your preferred channel, and our UK-based customer support team will leap into action.

Get in touch Browse knowledge base
Daniel
Dean
Team