Yes absolutely. Our support staff are back in the office working normal hours which are available here.
Supporting each other through the COVID-19 crisis
We're here to give you an extra helping hand
Throughout and beyond these challenging times, we remain committed to providing the very best support we can.
The majority of our customer-facing staff are now back working in our head office, with many new protocols in place to ensure staff safety and health. That means our telephone support is back to normal and you can get hold of us by phone 7 days a week again. Plus, you can raise a ticket anytime If you need us. Our opening times are here.
Every business is facing unfamiliar challenges, because of Covid-19, so here are a few ways we can provide a little help…
Support with billing
Many small businesses are facing unprecedented challenges right now so if you’re struggling, we want you to know we’re here to support you however we can. Please don’t suffer in silence… get in touch if you have any concerns about your billing.Contact us
Waived overdue fees
If your .com, .net, .org, .biz or .info domains are overdue and enter into the redemption phase, please get in touch as we may be able to waive the redemption fee and make it easier to restore your domain name.
Tools to get you online, connected & selling
Social distancing has created the need for all businesses to go online and develop a strong digital presence. With Rapid Website, we can build you a stunning, one-page website in just 3 days*Build it for me
Working and doing business from home? Keep going! Stay connected and collaborate with your colleagues and customers using Teams and Microsoft 365.Get started
As consumers become more accustomed to online shopping, it’s worth considering selling your goods online, as well as in bricks and mortar stores. Our Ecommerce Website Builder has everything you need to get your digital shop up and running fast.Find out more
COVID-19 Questions & Answers
Are the support teams available during this time?
How do I contact support at this time?
The same way you usually do - you can raise a ticket via your Online Control Panel or, call us directly using the 0345 numbers listed on our website.
What provisions have been made to deal with COVID-19 for you and your supply chain?
We're cloud-based, so remote working and accessing the necessary systems to provide the same level of services to our customers, is well-practiced and robust. This includes all the systems our commercial teams need to continue to support customers throughout. We are working with our cloud computing and systems partners - as we do as part of normal business operations - to ensure the integrity and availability of our platform. We’re also in regular contact with our connectivity and hardware partners and they are continuing to provide service without interruption.
How does your business continuity plan deal with COVID-19 and how prepared are you now for increased outbreak?
Our business continuity plan in any situation prioritises safety, first and foremost. We’ve prepared our staff and provided all the tools they need to continue delivering essential support, advice and quality service, whether they’re at home or in the office, even in the event of an escalation of the current situation.
How are your data centres impacted?
Our UK data centres remain fully operational and to ensure the health and safety of our employees, we’ve reduced the number of on-site data centre staff to an absolute minimum. Two network administrators will continue to operate in each data centre location to provide remote hands where necessary. The administrators on shift practice social distancing and use their own computer equipment. This equipment is cleaned and locked away at the end of shift to ensure the working environment remains clean and healthy.
What do I do if I am struggling with my own business?
Talk to us. Don’t forget, we’re here to support you and that includes conversations about payment terms. It’s our view that all businesses, both big and small, should maintain a strong digital presence and invest in tools that will support home working and collaboration during these times. So, if you are struggling, please get in touch and talk to our advisors about billing arrangements.
Can you help me get a digital presence fast?
Yes. We have introduced a new service designed to get businesses without a previous digital presence online fast. In just a few days, we will create a small, but functional website for you and will provide you with an ongoing service that means we can develop and expand the site over time, or keep things small – whichever suits you. Call 0345 363 3632 – or take a look at our Rapid Website package now.
* With the Rapid Website package, websites will be designed and built within 3 working days on receipt of all images and content from the Customer.