In the extremely unlikely event that you have an urgent problem we would of course expect you to call the normal office number (0845 505 1755), or complete the help request form. However, the office is not 'open' 24/7 (although some of our days do seem to get very long) and we do occasionally close down*

 

So, what happens if you have an urgent problem?

 

An urgent problem in our world is defined as your website or email having stopped working. In the last six years our servers have been down for only 90 minutes (and that was a single occasion), which equates to 0.002% downtime. In the light of this, it is extremely unlikely that you will experience any prolonged period of downtime during any period that we happen to be closed, and I would therefore urge you to check that everything else (your internet service provider, your computer etc.) are working properly before reporting a problem.

 

If you do believe there is a problem which is ours to resolve then please either use the help request form on this site, or ring the usual office number and give your domain name and an engineer will be instructed to investigate the matter immediately.

 

However, please note that if the problem is not ours you will be charged for this service.

 

*We close down occasionally - notably for two weeks during the summer, and sometimes for a few days at Christmas and/or Easter. We are a deliberately small company and it is much more efficient for us to be closed for two weeks than to be short-staffed for the entire summer. We have been doing this for a number of years and it has never been a problem, primarily because we usually have our work pre-booked in advance and don't plan any work in for those two weeks.

 

If you have some development or design work that needs 'urgently' attending to I'm afraid we will be unable to help you during this period as all development staff will be taking a well-earned break.