[About Technical Support]
About the team
Our technical support team is right here, waiting to help you.
We ensure that you will get the very best support, and all support team members have at least two years industry experience. The support team is available during normal UK working hours, and we endeavour to respond to you enquiry within 2 hours.
We also have a detailed set of online technical documentation for users of our systems.
Out of hours
Is the support free?
Technical support is included at no extra cost for all hardware and network troubleshooting queries. We also offer more general installation and configuration assistance for Miniservers and fully dedicated servers if you opt to pay a small monthly fee and take a higher support level.
For issues falling outside your SLA as determined by the support matrix there would be an additional consultancy charge. If you have a query that you think may fall into these categories then please contact support and if we can assist you straight away at no charge then we will, otherwise we will get back to you with an estimated quote.
Do you provide phone support?
We can only assist you critical emergency issues over the phone, and the phone line is only manned during normal office hours. All of our normal technical support is done via email.
This enables us to manage the support queries much more effectively, for example by routing a query to the person best able to handle it. We are therefore able to maintain our low prices but at the same time still provide you, the customer, with access to highly trained support personnel (not just another person reading from a script in a call center!).
Also, a technical support query often cannot be answered in a matter of minutes so overall email is a more sensible means of communication for technical support.