How to get support, and our response times

The fastest ways to reach our team, how quickly we respond to critical and normal requests, and what to include so we can help on the first reply.

Response times

Full details are in our Service Level Agreement.

Ways to reach us

Open a ticket

1. Sign in to the client area and open Support → Open a support ticket.
2. Choose a Department: Technical, Billing, Domains or Pre-sales.
3. Set the Priority. Use High only when something is down or broken right now.
4. Choose the Related service, so we can see its details straight away.
5. Write a clear Subject and Message, then click Submit ticket.

Get a faster answer

Include the following in your first message:

• what you were trying to do, and what happened instead;
• the exact error message (copy and paste the text, or attach a screenshot);
• when it started, and whether it happens every time;
• the page URL or application name, if relevant.

Tip: Many common questions are answered in this knowledgebase — try the search box at the top of the knowledgebase first.