Support runs through tickets, and that's deliberate — a ticket is a written record both of us can refer back to, and it reaches whoever is best placed to fix your problem.
Opening a ticket: log in to the client area and choose Support → Open Ticket, or go to portal.ukbox.co.uk/submitticket.php. Pick the department that fits (Support for anything technical, Billing for invoices, Website Changes Request if you're on a design plan, Migrations if you're moving to us) and attach screenshots where you can.
Hours: our UK team is here 365 days a year, 8am–5pm, and you'll typically hear back in about ten minutes during those hours. Most days someone is around well outside that too, but it isn't guaranteed — for sites where an hour offline is real money, Priority Support adds 24/7 emergency cover and a written response commitment.
What speeds things up: the domain or email address affected, the exact error message (a screenshot is ideal), when it last worked, and what changed just before. "It's not working" takes three replies to narrow down; "outlook says 'cannot connect to mail.example.co.uk on port 993' since I changed my password this morning" gets fixed in one.
Wondering whether it's just you? Log in and open the server status page — it shows any incident we're already working on.
