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24/7Ticket based support -
3 minuteAverage emergency response time -
100%Support ticket resolution rate -
14 hourAverage normal priority ticket resolution time -
99/100Support response made customers happy
Festive Period Opening Hours 2025/2026
During the festive period we will be offering full coverage for ticket & chat support.
Full details of our technical support cover is listed below. Customers with 24x7 contracts can call support on their dedicated number. All customers can raise tickets via their control panel at any point and out of of hours team will get back to you promptly.
Christmas Change Freeze| Date | Technical Support | Customer Care Sales & Renewals |
|---|---|---|
| Monday 22nd December 2025 | Ticket & Chat 24hrs cover, Telephone support (10am - 6pm) | Telephone only (10am - 6pm) |
| Tuesday 23rd December 2025 | Ticket & Chat 24hrs cover, Telephone support (10am - 6pm) | Telephone only (10am - 6pm) |
| Wednesday 24th December 2025 (Christmas Eve) | Ticket & Chat 24hrs cover, Telephone support (10am - 1pm) | Telephone only (10am - 1pm) |
| Thursday 25th December 2025 (Christmas Day) | Ticket & Chat 24hrs cover | CLOSED |
| Friday 26th December 2025 (Boxing Day) | Ticket & Chat 24hrs cover | CLOSED |
| Saturday 27th December 2025 | Ticket & Chat 24hrs cover | CLOSED |
| Sunday 28th December 2025 | Ticket & Chat 24hrs cover | CLOSED |
| Monday 29th December 2025 | Ticket & Chat 24hrs cover, Telephone support (10am - 6pm) | Telephone and Live chat (10am - 6pm) |
| Tuesday 30th December 2025 | Ticket & Chat 24hrs cover, Telephone support (10am - 6pm) | Telephone and Live chat (10am - 6pm) |
| Wednesday 31st December 2025 (New Years Eve) | Ticket & Chat 24hrs cover, Telephone support (10am - 1pm) | Telephone and Live chat (10am - 1pm) |
| Thursday 1st January 2026 (New Years Day) | Ticket & Chat 24hrs cover | CLOSED |
| Friday 2nd January 2026 | Ticket & Chat 24hrs cover, Telephone support (10am - 6pm) | Telephone and Live chat (10am - 6pm) |
Tailored support plans to suit your business
Performance and reliability of dedicated, elasticity of cloud
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Standard
- 60 Minute response SLA
- Server security updates
- Email and SMS alerts
- Local & offsite backups
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Enhanced
- Everything from standard plus...
- Proactive resource monitoring
- Quarterly performance audit
- Inclusive server support time
Real problems, real solutions
See how our full stack support tackles real-world solutions
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Support #1"We want to deploy SOLR on our store."
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Support #2"There's an error with our store search."
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Support #3"Our site is slower than usual."