SUPPORT

24X7 PROACTIVE MONITORING AND SYSTEM MANAGEMENT

All websites are monitored 24x7 through a series of sophisticated monitoring systems and applications. When a problem occurs the issue is escalated to our most senior staff and is triaged and resolved as follows:

  1. If the issue is specific to a website (i.e. an issue caused by a recent update) we restore to the most recent backup in order to get things up and running ASAP. We then investigate the root cause of the issue.
  2. If the issue is a result of a whole region of the internet going down we initiate a manual fail-over to another unaffected region.
  3. If the issue is a result of a complete network outage we fail-over to another data centre in another geographic region.

SHOULD YOU REQUIRE SUPPORT

Support for hosting related issues is available 24x7x365 and can be reached by opening a support ticket via the link below.

Our Support Ticket System is used to centralize and streamline management of all service requests and provides the most efficient method to ensure your issue is dealt with quickly. Request submissions are tracked through to completion and integrated system workflows ensure tickets are reviewed and addressed promptly, and escalated when necessary.

OPEN A SUPPORT TICKET

When requesting support please help us by providing as much information as possible about the issue you are experiencing and support required.





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