Houston, we have a problem
As awesome as we are, we are not immune to problems from time to time. Very occasionally sites and servers can go down, or you may have other isolated issues such as e-mail not working, problems logging in to FTP, you name it. But never fear, we're here to help!
Before getting in touch with us, you can potentially save yourself some frustration and sleepless hours by ensuring that you check there are no already reported service affecting issues. You can guarantee that if an entire server is down, we'll know about it instantly, and we're already in the process of fixing it.
If you're having an isolated issue and need some assistance, you should first check our
So you have a problem, there's nothing on the blog and there's nothing in the knowledgebase. What now? Now you need to open a support ticket. Whilst we will accept support e-mails, please be aware that sending an e-mail instead of using our ticket system may cause additional delays investigating your issue.
How quick will you respond?
When creating a ticket you will receive an automated response to say that we received it. This is just to let you know that we did in fact get it, and you can be sure someone will look into your issue. We aim to close all support requests within 24 hours. That means all support requests should be fixed completely within 24 hours. Expect a response from a support engineer between anything from 1 minute to several hours, depending on time of day and the event of any holidays.