Technical Support Policy

One of the most important factors when choosing a hosting company is the quality and availability of technical support. Statistics also show that poor support is one of the main reasons why people leave hosting providers. We aim to provide our customers with nothing less than the best 24hr technical support available.

How to Get Support

All technical support queries must be made by using our live chat system or by emailing support@netexplorers.co.uk. Please review our support page for more info. We do not provide telephone technical support.

Hours of Availability

Our support staff are available 24 hours a day, 7 days a week, 365 days a year.

Response Times

Using the live chat system you can get an immediate response to your questions. We aim to respond to 90% of all technical support email queries within 1 hour, although in many cases our response time is much less.

Services Covered

Our support covers anything to do with our server hardware, server software, email, FTP, website, databases or server scripts e.g.

Services Not Covered

We will offer help and advice on absolutely anything if it falls within our area of expertise but our support does not extend to physically doing custom programming, fixing a script you've written, fixing third party software, installing scripts for you or help on matters specifically relating to third party applications such as Mambo, Joomla, osCommerce etc. For example we cannot provide help with designing your osCommerce website or answer 'How do I do such and such in Mambo/Joomla/osCommerce' type questions. However we are happy to undertake all kinds of design, development and consultancy work if you need help with something not covered by our web hosting support policy. Please contact our sales team for a quotation.

Even if the problem has nothing to do with our server hardware, setup or software we will do our best to advise you. Some other hosting companies will flatly refuse to offer you any kind of support in these kind of situations.

Continuous Improvement

Your feedback is crucially important to us. Our ticketing system gives you the opportunity to rate the service you receive from individual support staff which helps us to see how well we are doing our job.

In short we aim to provide technical support that is:

  • Quick
  • Reliable
  • Friendly
  • Helpful

We rely on the feedback from our customers to tell us how well we are achieving this so we encourage all of them to make sure they rate all the responses they receive.

Related topics: Hosting Support Support Policy Technical Support