Look through our list of frequently asked questions to see if your question has already been answered.

Support Questions

  • How long will it take to have our servers up and running?

    We have a range of dedicated servers that can normally be provisioned within 1 hour (during UK office hours). Some high-specification servers will take a little longer, usually no more than 1 day from ordering.
  • What hours of support do you provide for hardware failures e.g. due to hard drive on a dedicated server?

    We provide a 2 hours hardware replacement guarantee on all standard build dedicated servers.  Please see our Terms and Conditions for full details.
  • How much remote hands support do I get with Dedicated Servers?

    We provide 4 blocks of 15 minute remote hands assistance per month. Additional remote hands packages can be purchased, please contact us for more information.
  • What does remote hands cover?

    Our Remote Hands service covers assistance with the following items:

    – Server reboots
    – CDROM connect/disconnect
    – Cable checks and moving network cables.
    – Checking/relaying diagnostics information back to the customer.

    If you require services outside of the above (for example, installation of software), we can provide this as part of our Additional Services, which is chargeable. Please contact your account manager or our help desk for further information.

  • Can I have more bandwidth?

    Certainly, just speak to a member of our sales team
  • Do you backup my server?

    We do not backup dedicated servers by default. Highly resilient external storage is available to purchase at the time of configuring your dedicated server or can be added at any time later.