Help & Support for Existing Customers

The details below explain how to get support for existing hosting services and jobs.

Please only use these channels if you are an existing customer.
If you have a general enquiry about a service please use our Free Site Audit Form or Contact Us page.

Web Hosting Support 24/7 Livechat

If you’re on our WPAlpha hosting platform with one of our maintenance plans we have 24/7 livechat support available:

CLICK HERE to start a livechat session

NOTE our livechat team can only help with support for sites on our own hosting platform.

How to log a new hosting & maintenance support ticket

If you are a maintenance and hosting customer you can log a support ticket by emailing – please include as much detail as you can and screenshots where appropriate.

**For urgent issues you’ll probably get a faster response on livechat

Urgent Support and Escalations for open site speed optimization jobs

If you have an existing speed optimization job that is a work in progress and needs urgent attention (i.e. site down/crashed etc) and the site is NOT on our hosting, platform you can request an escalation at – please only use this in genuinely urgent situations and if you have an existing job in progress.

Communication and back and forth on existing jobs

Ordinarily, if you have a job or project in process then the best place to communicate re that job is on the job itself in the orders system at

Once logged in n Click Dashboard->Then click the relevant order number and from there you can reply and communicate on that job.