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Support

If something is not working, ring. You will get a person who can actually fix it rather than a ticket number.

Getting help fastest

Ring us if it is urgent — a site down, phones not ringing, email not arriving.
Email us for changes and anything not time-critical. Include the page or number affected.
Tell us what you were doing when it went wrong, and what you saw. A screenshot helps more than a description.

What counts as urgent

Website not loading at all
Phones not receiving calls
Email not sending or arriving
Anything that looks like a security problem
Wrong information published that is actively costing you

These get dealt with immediately. Content changes and improvements are usually same-day but sit behind anything that is actually broken.

Things you can check first

Not to fob you off — occasionally these save everyone time:

Is your own internet working? Try the site on mobile data.
Try a different browser, or a private window, to rule out a cached page.
For phones, check the handset or app has a network connection.
Check whether anyone else in the business changed something recently.

Included hosting, maintenance, support and content changes depend on the service plan and scope you agree. Check the current available plans and pricing; your accepted order confirms included work and any additional charges.

Getting help with your website

Most website support falls into three types, and each is handled slightly differently:

A change — new prices, a photo swap, updated opening hours. Availability and turnaround depend on your agreed support plan.
Something not working — treated as urgent, see above.
A new feature — a booking form, a new page type, something that did not exist before. We will scope it and tell you honestly whether it is a quick addition or a bigger piece of work.

Getting help with your phones

For telephony issues, tell us what you were doing when it happened — dialling out, receiving a call, or setting something up — and which extension or number was affected. If a whole line is down, say so immediately; we treat that as urgent regardless of time of day.

Out of hours

We are not a 24-hour operation, but genuine emergencies out of hours get a response. Something being down overnight will be picked up — our monitoring usually tells us before you do.

ContactGeneral enquiries and new work. Website maintenanceWhat we do in the background. Website hostingMonitoring and backups. Business telephonyPhone system information.

Something not working?

Ring us. We would rather hear about it early than find out later.

Request a callback