Can I talk to support on the telephone?
No problem we are always happy to help in person on the phone or via live chat
All we ask is that you check the online help before calling as most questions can be answered here
Do I have to pay extra for support?
No it is included with hosting & upgrades in the monthly license fee
How much support time can I have?
Within reason support is unlimited. If too much time is needed for support then there is clearly an issue with the service provided so we would contact you to discuss in more detail and either agree further training or some changes to the service provided
Can I use online support?
Of course we can use Goto Meeting so we can share your PC screen online and provide a quick resolution to your problem
Can I communicate with other users?
Yes that is the idea of the user forum. Users can share ideas and handy hints here. This is not a replacement for the Support Wiki but a supplementry resourse
What hours do support work?
The Support Desk is manned Monday to Friday 9am to 6pm
Online Support is available 24/7 as is Emergency Cover for Server Failure
What happens if my website is down?
Our server monitoring service will automatically notify us if your website goes down with a text message so we usually know before you do. This then becomes our priority and the problem can usually be resolved very quickly. Please have a look at our service level agreement for more details