Hosting
Real Australian hosting support, with 24/7 emergency help
No call centres and no offshore scripts. Talk to people who know your setup, with emergency help any time, day or night.
The short answer
All our hosting comes with Australian support. Personal plans use email, ticket and chat on weekdays. Business and VPS plans add phone support seven days a week and faster responses. Emergency support is available 24/7 for every customer on 0426 833 422.
Hosting support by plan
| Plan | Channels | Hours | Response |
|---|---|---|---|
| Personal Essentials | Email, ticket, chat | Mon to Fri, 9am to 5pm | 72 hours |
| Personal Advantage | Email, ticket, chat | Mon to Fri, 9am to 5pm | 48 hours |
| Personal Ultimate | Email, ticket, chat | Mon to Fri, 9am to 5pm | 24 hours |
| Business Essentials | Plus phone | 7 days, 9am to 5pm | 16 hours |
| Business Advantage | Plus phone | 7 days, 9am to 5pm | 8 hours |
| Business Ultimate | Plus phone | 7 days, 9am to 5pm | 4 hours |
| VPS (all plans) | Email, ticket, chat, phone | 7 days, 8am to 8pm | 4 hours |
Response times are the most we’ll take to respond. We’re usually much quicker. Emergencies are handled 24/7 on every plan.
What counts as an emergency?
- Your website is down.
- Your site has been hacked, or shows a security warning.
- Your checkout or payment page isn’t working.
- Email has stopped sending or receiving.
For anything like this, call 0426 833 422, any time. For everything else, use your plan’s normal channels and we’ll get to it within your response time.
How a support request works
Step 1
You get in touch
Phone, chat, email or ticket. Tell us what's happening and your website address.
Step 2
We investigate
Someone who knows our servers looks at your site, logs and settings.
Step 3
We fix or explain
We fix it, or tell you clearly what's needed and what it'll take.
Step 4
We confirm
We check it's working and let you know, in plain English.
Uptime you can rely on
Our hosting terms commit to 99.9% uptime. That’s no more than about 43 minutes of unplanned downtime in a 30-day month. Our servers run in Australian NEXTDC data centres, built for reliability.
If you’d like to know the moment something changes, add uptime monitoring through Maintain & Protect.
Talk to a real person
Call us, chat or send a message. You’ll reach someone in Australia who can help.
Emergencies, 24/7: 0426 833 422
Hosting support FAQs
Do you offer 24/7 support?
Emergency support is available 24/7 for every customer on 0426 833 422. General support hours depend on your plan.
What are your response times for critical issues?
Emergencies are handled straight away, any time. Normal requests are answered within your plan’s response time, from 4 to 72 hours.
Is your support based in Australia?
Yes. You’ll deal with our Australian team, not an offshore call centre.
What uptime do you guarantee?
Our hosting terms commit to 99.9% uptime.
Can I get phone support on a Personal plan?
Phone support comes with Business and VPS plans. Emergencies are by phone on every plan.
Hosting support guides
Practical guides from our blog on the same topic.
