Support from engineers, around the clock
Reach our team any time. Your request goes to an engineer in your time zone, not a script.
How to reach us
Customer support
Help with a service you already have, at any hour. Write from the address on your account so we can find your services quickly.
Sales and quotes
New services, upgrades, renewals and moving more of your servers to us.
How we prioritize your request
Tell us how serious it is. We'll confirm the level when we pick it up.
| Level | What it means | How we handle it |
|---|---|---|
| Urgent | A service is down or data is at risk. | Worked on straight away by an on-call engineer, at any hour, until service is back. |
| High | Performance is degraded or part of a service is down. | Picked up the same day, with updates as we go. |
| Normal | Questions, changes and scheduled work. | Handled during business hours in your time zone, or at a time you choose. |
What to include in your request
A little detail up front saves a round of questions.
- Which server, IP address or service is affected
- What you expected and what happened instead
- When it started and whether anything changed before
- Any error messages or screenshots
- The best way to reach you while we work on it
Planned maintenance
Work that could affect your service is planned around you.
Notice in advance
We email you before planned work, with what's changing and the expected impact.
Quiet hours
Planned work happens in low-traffic windows for the city your servers are in.
Emergency fixes
When a critical fix can't wait, we tell you as soon as we start and when we finish.
99.99% uptime, in writing
Our SLA sets out the uptime we commit to for power and network, and how we measure it. Ask for a copy with your quote.