How do I contact the Support team?
Our Technical Support team are on hand for you 24/7/365. You can contact them via support ticket, telephone or live chat.
Is my server up to date and secure?
Our Silver, Gold and Platinum Support packages include Managed Security Patching and Automatic Updates, therefore anybody with one of these will have an up to date OS.
How do I log on to my server?
Your log in details will have been sent to you via email when you signed up. If you have purchased a service with automatic service, for example, a shared hosting package or a VPS, you can find a copy of this email by logging in to your Client Area and clicking Hello Your Name > Email History. This will show your email history with us. Your log in details will be in an email with message Subject “Welcome to CWCS Managed Hosting”. If you have any other service or you are still struggling to log in, please contact our support team on 0115 740 1234.
How do I update my Nameservers/DNS?
If you have purchased your domain from CWCS or you have transferred your existing domain over to us you can manage this through the Client Area. On the home screen after login click Domains>My Domains and then select the maintenance icon next to the domain you wish to manage. You will see a number of options, one of which will take you through the steps to update your DNS information.
Can you update/change my code/plugin/3rd Party Software
As a general rule we will take care of server-side maintenance in line with your support package. We do not manage your server content and this sort of work would usually be undertaken by your Web Developer. However, there may be exceptional circumstances where we are able to assist you as part of a chargeable special request. If you would like to discuss this further, please contact your Account Manager.
How do I book a site visit?
If you are a Colocation customer and you need to book an appointment to attend to your equipment, we ask that you raise a support ticket requesting this, giving us a minimum of 2 working days’ notice. In the event of an emergency situation where you have to visit the Data Centre on short notice, please call the support team on 0115 740 1234 and we will work to accommodate your requirements. Please note that we do offer remote hands and KVM access if required, which means that depending on your requirements, you may not need to attend site yourself. Please contact your Account Manager for further details.
Where can I find information on Scheduled Maintenance?
All updates on Scheduled Maintenance, Emergency Maintenance, Incidents and System Status can be found on our status page. You can also subscribe to receive these updates via email on the same page.
