What support is included with my hosting?
This article explains what's covered by Krystal's support across our different hosting products, including the channels available to you and when you can reach us.
Our support team is here to help with anything related to your hosting - that includes the security, stability and performance of our platform, as well as general guidance on using your account and services. If something falls outside the scope of hosting support (for example, a website issue that needs a developer), we'll always do our best to point you in the right direction and share any useful information, such as error logs, that you can pass on to your developer.
Support channels
How you can reach us depends on your hosting product. In all cases, we'd recommend raising a support ticket through your client area as the best way to get help - tickets give our team the full picture from the start, which usually means a quicker resolution.
Standard shared hosting (Amethyst, Ruby) | Business hosting (Emerald, Sapphire, Diamond, Tanzanite) | Reseller hosting (Unity, Trinity, Infinity) | |
Support tickets | 24/7 | 24/7 | 24/7 |
Live chat | Mon-Fri, 9am-5:30pm | Mon-Fri, 9am-5:30pm | Mon-Fri, 9am-5:30pm |
Phone | Mon-Fri, 9am-8pm | Mon-Fri, 9am-8pm (plus 24/7 emergency line)* | Mon-Fri, 9am-8pm |
*24/7 emergency phone support is available on Sapphire, Diamond and Tanzanite plans only. Emerald receives the same support level as Standard shared hosting.
You can access all support channels through any Support link on our website (in the top right).
Reseller hosting
Support for reseller accounts is provided directly to the reseller, not to their end clients. If you're a reseller and need help with something a client has raised, our knowledge base is a great first port of call.
Katapult Kloud VPS (unmanaged)
Unmanaged VPS services include hardware maintenance, power and network availability. Server management, software configuration and troubleshooting are your responsibility.
Katapult Kloud VPS (managed) and Dedicated Servers
Our managed VPS option and dedicated servers include full server management. This covers:
- Internal monitoring of your server
- Installation of our security and performance software suite, developed over two decades
- Help with initial server setup, software configuration and migration advice
Support for managed VPS and dedicated servers is available through the same channels as Business hosting:
Availability | |
Support tickets | 24/7 |
Live chat | Mon–Fri, 9am–5:30pm |
Phone | Mon–Fri, 9am–8pm (plus 24/7 emergency line) |
Things to note
- Our support covers the hosting platform and related services. If an issue relates to your website's code or functionality, we'll let you know and provide any useful details (such as error logs) to help your developer investigate.
- Occasionally a request may fall outside the scope of our support. If that's the case, we'll always do our best to point you in the right direction.
- Reseller support is provided to the account holder only, not to their end clients.
Need to get in touch?
You can contact our support team at support@krystal.io or call us on 020 8050 1337 (Monday to Friday, 9am–8pm, excluding bank holidays).
