What support is included with my hosting?

This article details the scope of support we provide for our different hosting products.

You can obtain support via live chat, support ticket via your client area or phone (Monday - Friday 9am - 5pm).

We will assist with issues related to the security, stability and performance of our hosting platform.

In all other cases we will do our best to help. This may mean pointing you at a knowledge base article, or other external support material, or in some cases advising that you seek the assistance of a developer.

Occasionally a request may be out-of-scope, where this is the case we will let you know and we always do our best to point you in the right direction.

The details below describe package specific caveats or details.

Cloud Hosting

(Amethyst, Topaz & Ruby)

You can obtain support via live chat, support ticket via your client area or phone (Monday - Friday 9am - 5pm).

Business Hosting

(Sapphire, Diamond & Tanzanite)

You can obtain support via live chat, support ticket via your client area or phone (Monday - Friday 9am - 5pm and 24/7 support emergency phone support).

Reseller Hosting

(Unity, Trinity & Infinity)

You can obtain support via live chat, support ticket via your client area or phone (Monday - Friday 9am - 5pm).

Support for resellers does not extend to providing support for their client’s issues. However, your first stop in this instance should be our knowledge base, where we cover a wide range of support concerns.

Cloud VPS (Unmanaged)

We'll look after the hardware, replacing any broken components and also ensure power and network availability but Kloud servers aren't managed by default.

Cloud VPS (Managed option) & Dedicated Servers (included as standard)

Our server management upgrade (available as you check out for VPS) adds your machine to our internal monitoring processes and we'll also install a suite of software that we've developed over a decade to help keep your server secure and in top working condition. We'll also help you with the setup of your server, configuration/tweaking of software and advise on migrating accounts.

You can obtain support via live chat, support ticket via your client area or phone (Monday - Friday 9am - 5pm and 24/7 support emergency phone support).


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