Welcome to our support directory. To ensure your issue is handled as quickly as possible, please use the contact channel below that matches your urgency level.

Response times

How quickly we come back to you.

Tell us how urgent it is when you log the request and we will treat it accordingly. If something is genuinely down, call us rather than waiting on email.

Critical

1 hour

The site is down, checkout is failing or customer data is at risk. Call us on 01392 247612 as well as logging it.

High

4 hours

Something important is broken but the site is still trading, such as a form, a payment method or a key page.

Normal

1 working day

A fault, a content change or a small piece of work that is not holding the business up today.

Low

2 working days

A question, a request for advice, or something to schedule into the next round of work.

Response, not resolution. These are the times within which a person will have read your request and told you what happens next and when. How long a fix takes depends on what is broken, and we will give you a realistic estimate rather than an optimistic one.

Support hours are Monday to Friday, 9am to 5.30pm, excluding bank holidays. Critical issues outside those hours are covered for clients on a retained support agreement.

What happens next

Tell us what is wrong. We will take it from there.

Your request goes to the people who actually look after your site, with the detail they need to start work rather than start asking questions. You will get a confirmation and a realistic timescale, not an automated holding message.

One thread, start to finish
We reply on the same email, so the whole history stays in one place. Give it a clear subject line and that is what we both call it.

Someone who knows your site picks it up
We are not a general helpdesk. The people who built and maintain it are the people who fix it.

We tell you how long, honestly
Including when it is longer than you would like. A realistic estimate beats an optimistic one you have to keep chasing.

If the site is down, call us
Critical issues move fastest on the phone. 01392 247612.

The more you can tell us the better: the page it happens on, what you did, what you expected, and what happened instead. A screenshot usually saves a day of back and forth.

Send us a message