What we do and don't support
What we support
We are a web host, WordPress maintenance provider, domain name provider, email provider, our support includes.
- We support any problems encountered while using our platform/control panel for your website.
- Hosting availability
- PHP configuration
- Enabling the CDN and caching features.
- DNS (If your domain is using our name servers)
- Email (If using our email services)
- Domain names (If your domain is registered and managed through us)
- Maintenance of your website software (WordPress)
- Website security
- Website backups
- Website logins (Existing users only)
- Monitoring website availability
- Migrating your website to us
- Checking logs for errors
- Investigation of a repeatable performance issue to rule out hosting or platform configuration as the cause.
Website Faults
- If we encounter a fault while updating your website will rollback the site to the previous version. We will then provide the error information for you to pass to your web designer/developer to resolve and provide an update.
- We may also disable the plugin at fault to get your site back online.
- Bug fixing is the responsibility of the theme or plugin authors/developers. however we will help to find the error in the logs or debug file that can passed onto an author/developer to resolve,
What we don’t support
These are tasks that are carried out by other parties.
The tabs below will help you with who to contact.
The client
Web Designer / Developer
Marketing Company
IT Support
New Provider
The client
- Regularly verify that all on-site forms are functioning correctly.
- Ensure any third-party forms, like mailing list sign-ups, are working properly.
- Check that all logins, for you or your customers, function as expected.
- Check any payment providers are working as expected.
- Confirm that links to external websites or apps, such as booking tools, social media or CRMs, are active.
- Keep all third-party licenses up to date.
- Maintain legal compliance where required, including Cookies, GDPR, Terms & Conditions, and Privacy Policies.
- Make sure all site and third-party passwords are strong and updated regularly.
Web Designer / Developer
- Your website design, layout, text, imagery, features and functionality.
- Editing any website custom code
- Optimisation of your website performance (Beyond the tools available on our control panel for caching and optimisation)
- License renewals for software.
- Website access (new logins)
- Performance bottlenecks in your site caused by code in your website
- Bug fixing faults in code of your website
- Investigation of faults that are not caused by the hosting platform.
Marketing Company
- Optimisation of your website to improve rankings in search engines.
- Driving traffic to your site by means of online marketing / adverts.
Note: This is often handled by your web designer
IT Support
- Troubleshooting issues originating from your office software, network and equipment.
- Operation of your mobile devices in relation to email setup
- Operation of your laptop/desktop devices in relation to email setup
- Local networks / Office wifi
- Internal security
New Provider
- Migrating your site away from us
- Migrating your email away from us