Support
Something wrong?Tell us plainly.
No ticket ritual and no first-line script. Say what is happening in your own words, and the person who replies is the person who will be doing the work.
What to tell us
You do not need to diagnose it. You do need to give us enough to start, and these five things save the most time:
- What you were doingThe page, the address, the action. "Sending to a Gmail address from the website form" beats "email broken".
- What happened insteadThe exact words of any error message, even if they look like nonsense. Screenshots are welcome.
- When it startedAnd whether anything changed around then: an update, a new plugin, a password change, a new member of staff.
- Who it affectsEveryone, one person, one device, or just you. This single answer rules out half the possibilities.
- How urgent it isBe honest in both directions. "The shop is down" and "this is annoying but can wait" are both useful, and we will tell you when we can be on it.
What happens next
- A person reads itNot a queue robot. If we need more to go on, we ask one clear question rather than a form.
- We tell you what we are doingWhat we think it is, what we are trying, and if it is going to take a while, that too.
- We get you working firstRestore the service, then find the cause. Those are two different jobs and doing them in the wrong order costs you the day.
- We tell you what it wasIn plain English, along with what we changed so it does not happen again.
We do not publish a response-time promise, because a number on a web page is worth nothing without the contract behind it. If you need agreed response times in writing, ask, and we will talk about what that would look like for you.
Before you have to ask
What we watch anyway.
For the things we look after, a fair amount never reaches you as a problem in the first place. That is the actual product.
- CertificatesIssued, renewed, and checked that the renewal really ran.
- UpdatesOperating system, services and site software, applied before the hole is old news.
- BackupsThat they ran, and periodically that they restore.
- Uptime and loadIncluding the slow slide toward a full disk, which is the outage you can see coming.
- Mail recordsSo a change somewhere else does not quietly stop your email being trusted.
Not a client yet?
You can still ask. If it is quick, we will often just tell you the answer. If it is not, we will tell you that too, and what it would take.