Support Hub

How To: Get Support

  • Updated

How To: Navigate Our Support Channels with Ease

 

Welcome to the Nimbus Support Hub – your starting point for resolving all your support queries quickly and efficiently.

Whether you’re troubleshooting, learning about our platform, or managing your account, Support Hub is here to empower you throughout your Nimbus experience.

Here, you can tap into our extensive catalogue of handy self-help articles. Thanks to our platform’s intuitive functionality, a Support Hub article may provide the fastest route to answering your query.


Support Hub: Under the hood.

Support Hub is made up of three main sections:

 

Troubleshooting

Guides to help you troubleshoot and conquer common website and server problems.

 

Platform Guides & How-Tos

Step-by-step guides to walk you through using our intuitive hosting platform and help you unlock its full potential.

 

Account & Billing

Guides to help you manage and enhance your Nimbus account settings.


Additional support channels.

If you can’t find what you need from Support Hub, fear not, our expert team of friendly tech geeks are ready to help you. We offer four additional support channels:

 

  1. Live Chat – for quick queries
  2. Ticket Support – for more complex issues
  3. Telephone Support – if you need to speak to one of our experts
  4. Emergency Out-of-Hours Support – for urgent help outside of our office hours


1.  Live Chat Support

For swift assistance, open a live chat. On Support Hub, click the chat icon in the bottom right corner to connect with a technical support consultant.

 

2.  Ticket Support

For more complex issues, you can raise a ticket via Support Hub once you’ve logged into your account.

We typically reply to tickets within 1 to 2 hours. Your reply will contain a link so that you can access and reply to the ticket (you can also reply via email).

To ensure a fast and efficient issue resolution for everyone, please avoid creating new tickets to follow up on issues that are already in progress.

Further information about accessing your open tickets is detailed below.


3.  Telephone Support

Need immediate support? You can call us on 020 8090 9664 and speak directly to one of our friendly and knowledgeable experts.


4.  Emergency Out-of-Hours Support

We offer an emergency out-of-hours service if your server experiences issues outside of our regular office hours, which are (UK time):

  • Monday–Thursday, 8am–5.30pm
  • Friday, 8am–4.15pm

To access out-of-hours support via a ticket, choose ‘Yes’ when prompted about a site or server being down.


Alternatively, you can reach us by calling 020 8090 9664.

 

Accessing your open tickets.

Effortlessly access your open tickets from Support Hub by following these three simple steps.

1. Navigate to the Support Hub and sign in

2. Click your name in the top-right corner

3. From the drop-down menu, click ’Tickets’

 

So, that’s your guide on how to get support from Nimbus. From Support Hub articles to hands-on help from our dedicated team of tech geeks, we’re here to maximise the performance, uptime, and reliability of your servers and sites.



Did you find this article helpful?



Looking for something else?

 

Check out these useful links to our website and other carefully curated resources:

 

Support Hub homepage

Upgrade your package

Industry-leading insight reports

Insightful webinar replays

Expertly crafted e-book business guides

Dive into our blog site

Nimbus homepage

Contact options for sales and support





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