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HostPost Customer Support

All About our Support Services

We know and understand that being a web host goes beyond the business of just providing web space and a domain name.

That is why we take pride in our customer support; committed to provide a reliable, friendly, personal and effective after sales service.

Please see below for our full support service descriptive run down and tips on how you can get support.

Support Knowledge Database

We also provide a support knowledge database in our Customers Area under Support Database. This contains the answers to the most commonly and frequently asked questions.

HELPFUL NOTE: The database is regularly updated, please check there first before submitting a support ticket as over 50% of all submitted ticket topics are covered in the knowledge database.

System Status

You can check on the status of our servers at any time by viewing our Server Status Page
Check Server Status

This will show any known server issues already reported and the status of that issue. It will also show any planned maintenance works and give the server number.

Where can I find the server number my website is on?

The server number is listed in your control panel for your website in the info panel right margin.

Server Name

It will say Web server and the number will begin with web

Our data centre is monitored 24/7. You can read more about this and our servers on our 'about us' page.

Any outages are usually detected and often resolved before any customers reports are received.

Email

For those who do not have access to their customer account or having difficulty and need assistance in logging in; we have a support email available.

Please email: 'support at hostpost dot co dot uk'

NOTE: Only to be used where a log in attempt has failed and the password retrieval system can not assist you. We will need to verify who you are before any details are answered. To aid this please include your security question and answer in the email header and where possible use your customer log in email address.

Support Ticket System

The main support service provided is run through our ticketing system in our Customers Area.

You will need to log in to your customers account to access this and go to the Contact Support Tab.

The ticketing system will keep track of a ticket status and you will get advised accordingly by email of any available update to a ticket.

The other advantage of the ticketing system is that it will keep a record of all your current and past tickets for easy reference.

Support Policy

To make matters as transparent as possible we have set down our support policy here which defines a service level you can expect from us.

We have a target to answer all support enquiries within 24 hours

We will aim to resolve that enquiry within the 24 hour window where possible

You will be kept updated on the status of your support enquiry

You will be advised of any delay in resolving your enquiry if expected to go over 24 hours

Support Hours

The Data Centre is staffed 24/7/365. All servers are monitored and many issues are often detected and resolved with no loss of output.

Our Support Office Hours

We are open from 8am to 10pm Monday-Friday

10am-8pm Saturday

Closed Sunday*

Closed Bank Holidays

*Messages will be checked on a Sunday where a bank holiday Monday follows

Telephone

HostPost is an Internet Business and prefers to deal with its customer enquiries online. Sorry! Telephone enquiries are not supported.