Business Hosting Support
Support for your Business Hosting Plan is available via our Support Ticket System. Support requests can be submitted by:
We have an extensive range of animated tutorials available covering the use, set-up, and management of HELM, Email Clients, FTP clients,
an online knowledgebase that covers many areas and some of the most common questions.
Our support team operate around the clock and are a group of highly experienced and very helpful people whose target is to resolve
all support requests within 6 hours. Most requests are dealt with, and resolved, within 10-15 minutes.
Although our support team are extremely helpful, contacting support should be a last resort option and you should always refer to the online
documentation first. The support team are continually updating tutorials and the knowledgebase to make it easy for you to help yourself. If
the support team feel that you're abusing the support ticket system, they may restrict your access to it.
What support do you get with your Business Hosting Plan?
You always get the following completely free of charge:
- Initial set-up and configuration of your Business Hosting Plan
- Replacement of faulty or damaged hardware
- 24/7 monitoring of the server your business hosting plan is located on and its services and events
- Emergency Support if your web site becomes unavailable through the direct fault of Network Online
- General & specialist support regarding HELM not covered by our animated tutorials or online Knowledgebase
- General & specialist support for problems with our systems not covered by the support manuals or online Knowledgebase
If you need help with anything else
If you need help with anything else, such as the following, we'll be happy to offer support at our standard hourly rates:
- Installation, configuration, and management of additional software that you want to install
- Programming help
- Advice on what software to use or install
- Issues not directly related to our systems, such as problems with your office PC or other software
- Investigating email problems that turn out not to be a problem with our service, or where an automated reply giving the reason for the error or refusal has been sent to the sender of the email
Our frontline support team do not have access to any servers or VPS, and must call on a senior technician if root access to a server or VPS is required.
Support Options
Paid support is charged at the following rates:
- 08:00 - 18:00 (UK Time) £60 per hour in 15 minute increments
- 18:00 - 08:00 (UK Time) £90 per hour in 30 minute increments