This article details the scope of support we provide for our hosting products.
Support Tickets
Our support team is manned 24 hours a day, 7 days a week. You can raise tickets with our support team with an average response time of around 20 - 30 minutes.
Please note, some enquiries may take longer to investigate, and we do have busier periods where delays may occur so your patience is always appreciated.
Urgent support tickets will always be treated as a priority; however, abuse of the 'priority' status is strictly not to be abused. Abuse of this facility will lead to account suspension or removal.
You can raise a ticket with our support team by logging in to our client area, then clicking Support -> Open a Ticket. Alternatively, you can email the appropriate department directly:
Sales and Billing
For enquiries related to:
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Billing
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Domain Registrations and Renewals
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Licensing
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General Sales / Product Advice
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Partnerships
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Account Upgrades / Downgrades
Email: sales@brixly.uk
Technical Support
For enquiries related to:
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Urgent Issues
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Performance Diagnosis
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DNS / Email
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Integrations
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Any other technical assistance
Email: support@brixly.uk
Abuse Reports
For reporting:
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Copyright Infringement
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Abuse Cases
Email: abuse@brixly.uk
Chat Support
Our live chat facility is available from 10:00 till 22:00 on weekdays, and 10:00 till 16:00 on weekends.
Please note that the chat facility is a 'conversational platform' as opposed to 'live chat', and is available for your convenience. As such, immediate responses cannot be guaranteed as the team are strictly advised to deal with support tickets as a priority over chat in all cases.
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Chat support is not to be used for urgent enquiries. Anything urgent must be raised through our ticket system.
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Live chat must only be used for 'general' support. Anything which requires changes or access to your account, or any level of investigation, should be raised via a support ticket.
Phone Support
Our phone support is available exclusively for our Premium Hosting and Elastic Cloud clients and is available during UK working hours.
Support Remit
We will always assist with:
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Issues related to the security, stability, and performance of our hosting platform.
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Providing guidance on how to make use of the hosting platform.
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Assisting with restorations from our self-managed backup facility, JetBackup. Please note that backups are a courtesy service and cannot be guaranteed.
Please note that we do not provide support for the following:
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PHP or code-related errors or queries.
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Diagnosis of PHP-related errors.
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Assistance with WordPress or any other application hosted on the platform.
In all other cases, we will do our best to help. This may mean pointing you to a knowledge base article, advising that you seek the assistance of a developer, or redirecting you to a 3rd party for support.
Migration Assistance
We provide a free migration facility when the following terms can be met:
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The migration must be from a cPanel server/provider.
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The remote server must have the native cPanel backup functionality enabled.
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The client must first attempt to migrate the sites using our Migration Center.
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The account(s) must be migrated in a single run, as opposed to 'batches'.
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Migrations will be always run as a lower priority and cannot be pre-scheduled.
We will not provide assistance with the following as part of our free migration service. At management discretion, we may be able to provide a paid migration service for:
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Manual migration of files, databases, or emails.
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Scheduled or prioritised migration requests.
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Migration from a custom hosting platform or control panel.
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Migration with JetBackup files or downloads.
Support Availability
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Support Ticket: 24 / 7 / 365
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Live Chat: 10:00 - 22:00 (Weekdays) and 10:00 - 16:00 (Weekends)
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Phone Support: 10:00 - 16:00 (Weekdays Only)
VPS Servers
Our VPS servers are unmanaged by default. We will look after the hardware, replacing any broken components, and also ensure power and network availability.