Ask once, somewhere that already knows what you run.
A ticket here is raised against your account, with your services, your machines and everything you have asked before already attached to it. You do not paste your domain into a form and hope it reaches somebody who can look it up.
Get in touchWhat it covers
Where the line is, and who is on which side of it.
Most arguments with a host are really arguments about scope. Ours is written down in three places — here, on the cloud servers page and in the service level agreement — rather than settled during an incident.
Everything on our side of it
The machines, the network, the storage, the mail nodes and the nameservers. If the platform is the reason your site is wrong, it is ours to fix and there is nothing to establish first.
Getting you working
Moving a site in, pointing a domain, adding mailboxes, creating a database user, the first certificate. The part where a new account becomes a running one is support, not a professional services line item.
Telling you what we can see
Per-site CPU, memory, bandwidth and disk go back ninety days, and every machine reports its reachability, patch state and CVE exposure from the moment it exists. When you ask why Tuesday was slow, there is data to look at.
Your application, as far as we honestly can
We will tell you what the logs say and what the platform did, which is usually enough to find it. We will not write your code, and we will say so plainly rather than go quiet on the thread.
The operating system, when it is ours
On web hosting the OS is ours to patch and that is most of what you are paying for. On a cloud server it is yours. That line is drawn on the cloud servers page in advance, not discovered halfway through an outage.
Security reports, from anyone
A vulnerability in something we run is handled as an incident rather than as correspondence. How to report one, and what you are permitted to test while finding it, is set out in the acceptable use policy.
What happens after you ask
Raised from the client area against your account. Your services, your machines and your previous tickets are already on it, so the first reply is not a request for information we hold.
Low, normal, high or urgent, and the department it belongs to. You choose both when you raise it — how urgent this is to you is not ours to decide.
The people who run the platform read it. There is no first tier whose job is to ask you to clear your cache before passing you on.
The thread lives in the client area and you are emailed as it moves, so the answer is never stranded in one person's inbox or one person's memory.
Closed tickets keep their history. The next time something similar happens, you and we are reading the same thread rather than two different recollections of it.
Response targets by severity, the out-of-hours route and what a service credit is worth are in the service level agreement rather than on a marketing page, because that is the version that counts.
Response targets, severities and credits
The figures we can be held to belong in the agreement you are covered by, not in a paragraph here that could drift away from it. They are set out by severity, with what each missed target is worth.
The best ticket is the one you did not have to open
A good deal of what people open tickets about elsewhere is a button here. None of this needs us, and none of it waits for us.
- Restore a backup Daily, kept fourteen days, restored from the panel. You do not open a ticket and wait, which is the moment you least want to be waiting.
- Change a DNS record Every record type with its real fields. A change that fails to reach the nameservers stays marked pending rather than showing a green tick and doing nothing.
- Add a mailbox, a forwarder or an alias On any domain on your account, without paying for a mailbox to catch a retired address.
- Add an FTP account or a cron job For a designer, or for something your application needs to run on a schedule.
- Look at ninety days of statistics CPU, memory, bandwidth and disk, per site, sampled every minute. Enough to answer most of what you were going to ask.
- Give someone access to one thing Access is granted per thing, so your developer can hold DNS without also getting your billing, your mailboxes or your files.
Everything in this list is in the same panel as everything else you bought, on the same login.
The help centre has the how-to for each of them, and it is the fastest route to an answer at two in the morning.
Frequently asked questions
How do I open a ticket?
From the client area, once you have an account — that is the route that arrives with your services attached. If you do not have an account yet, or the question is about buying rather than running, the contact form is the right door.
Can I say how urgent it is?
Yes. You set the priority — low, normal, high or urgent — and the department, when you raise the ticket. Neither is assigned to you after the fact.
What do I do if something breaks out of hours?
Raise the ticket at the highest priority. The out-of-hours route, and what it commits us to, are set out in the service level agreement rather than here, so that what you read is what you are covered by.
Do you support my application itself?
We support the platform under it, and we will go as far into your application as the logs let us. If your site is down because of the platform, that is ours. If it is down because of a plugin updated on Friday, we will tell you what we can see, which is usually the thing that finds it.
Can someone else on my team raise tickets?
Yes, and they do not need the keys to everything else to do it. Access is granted per thing, so a developer can hold the parts they work on without holding your billing.
Several pages here say to ask you rather than giving a list. Why?
Because those lists change — runtime versions, database extensions, the address allowance on a plan. Publishing one and letting it go stale is worse than answering it on the day, so we answer it on the day.
What if the answer is no?
You get told it is no, and why, on the thread. A request that cannot be done is closed as that rather than left open and quiet.
The help centre
How-tos for the panel, the products and the software, written to be read rather than to deflect a ticket.
Not a customer yet, and want to ask something first?
Pre-sales questions go to the same people. Tell us what you are running now and what you are trying to get to, and you will get an answer rather than a call booking.
Contact us