If you’ve got an issue with your website, then this article is for you! For ease of use, we’ve divided it into two parts: Existing Clients and (Potential) New Clients.
Existing Clients #
Contact Method Guideline #
As said above, we really don’t mind how you get in touch, but if you would like a guideline, then please follow this below:
My entire website is down #
If your entire website is down, then please call us on the landline ASAP. If we’re on a call or not available at that moment, please leave a message and we will get back to you as soon as possible.
A part/section of your website is down and it’s effecting the operation of the website #
If a section or part of your website is down and it’s effecting the overall operation of the site, then please call us on the landline. As above, if we’re not available, just leave a message and we’ll get right back to you.
A part/section of your website is down but overall it’s still working #
If a section or part of your website is down, but in general your website is still functioning correctly, then you can drop us an email.
We generally reply to support queries within 4 hours in the working week. For out of hours and busy periods this response time can be delayed.
Please note: if we built your website but it is not maintained or hosted by us, we will certainly look at the issue, but chances are we may not be able to fix the problem, or, may charge to fix the problem. This is why, although optional, we highly recommend our maintenance packages.
(Potential) New Clients #
If you aren’t a client of ours you can still email or call us. To diagnose the issue we may need things like cPanel access or FTP access. And ultimately, before carrying out any work, we will provide an estimation of the cost to fix the issue.
In most cases we’re able to help, although please note we also cannot guarantee fixes.
Also, it may be worth checking out this blog article here. It’s a general step by step guide on what to do if you’re website’s down.