If your intended ticket relates to a possible outage on our servers (i.e. website down), please use this site first to check whether the outage is seen by the rest of the outside world, or whether the issue is local to you: www.downforeveryoneorjustme.com.
If you do find that the above site shows that your website is UP for the rest of the world, please raise a ticket and include your public facing IP address (this is the address that you use to access the internet and is publicly exposed at all times). You can find this address here: www.whatsmyip.org. We ask for this because often, clients using dynamic systems such as Wordpress or Joomla get locked out of the system for issues such as "too many invalid passwords" or similar; we have very strong firewalls on our servers to protect clients and suspicious behaviour can often cause a lockout.
If your site is showing as DOWN then please raise an urgent ticket for our attention and we'll deal with this immediately. The likelihood is that we already know about the issue as we monitor our servers 24/7 from multiple points around the world.
We also recommend that you observe our Twitter feed to check for any planned or known outages before submitting a support request: click here. You'll note that the Twitter feed is very quiet most of the time, meaning that we have very little outage :)