‘Extra Mile’ Support Services

Providing a reliable support service is vital to the successful running of any hosting solution. Our professional support team are available 24x7x365 and always go the extra mile to resolve requests. With ‘rapid response’ times from just 20 minutes, we’re certain you’ll be more than satisfied.

Support Ticket System

Our support ticket system is fast and reliable. Hyve clients can raise tickets via the MyHyve Client Portal and assign priority levels to ensure a prompt response.
Raise Support Ticket

Telephone Support

For an immediate response, support is available via telephone on 0800 612 2524. We don’t use an auto-response system, each and every call is answered by a live human being based in our UK call centre.

Knowledge Base

Search for answers to common support requests on our support knowledge base.

Support Priority Levels & Response Times

Selecting the correct priority level for your support request is important. The response times below are guaranteed and in most cases, you should receive a response more quickly than the stated time (this is especially true for level 3 requests). Choose from the following 3 levels.

Priority Maximum
Response
Time
Description
Level 3:
Important
24 hrs General support level. Used for general support requests and development advice, such as configuration or administration of services, applications, database or websites. Priority Level 3 is treated as a high priority issue and a response is sent within 24 hours, however the majority of priority 3 tickets are answered within the hour (during UK business hours). This level should always be used unless you are experiencing a disruption in service or website.
Level 2:
Urgent
1 hr An extremely urgent issue. This will typically be actioned within 1 hour and must be affecting a live site, application, database or mail solution. (websites must be out of the development phase to qualify for Level 2).
Level 1:
Critical
20 mins The highest support priority. Use this level when an issue is deemed CRITICAL. (Eg. site down). An engineer will begin trouble shooting immediately. Requests not qualified for Level 1 will be re-submitted at a lower priority level and the client notified. Please use Level 1 wisely.
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If you would like more information regarding our enterprise cloud hosting solutions, please complete our contact form or call us directly on 0800 612 2524.

“Hyve have provided timely, professional support accompanied by clear progress updates at every stage.”

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“The most important element is the fact you soon get to know the team behind the support. They inspire confidence in their abilities and knowledge of the systems they support.”

- Big Lottery Fund

“British Airways global audience means that traffic spikes can occur at any time of the day or night. Hyve's cloud platform, combined with their always available support mean that we can sleep...”

- CTO, Reactive Media

“A very friendly and highly technical team available to extend all possible help at any time. Excellent services - all issues are dealt with appropriate priority and resolved asap. I am particularly impressed by...”

- TK Maxx

“The scalability of the cloud platform allows us to cope with high spontaneous levels of demand, and we know there are always Hyve staff available to help us handle the largest influx of traffic.”

- CTO, Reactive Media

“We're extremely happy with the service Hyve provide to us. In particular, we are incredibly impressed by the professionalism, expertise, and consistently rapid response of the support team.”

- Foundem

“It's reassuring to know that Hyve will take care of everything server-side so we can focus on doing what we do, building the website.”

- LG

“We've been using Hyve for over a year now for a wide range of websites, all with different requirements and issues, and we've always found Hyve amazingly fast to respond, incredibly helpful, proactive...”

- RSPCA

“My experiences with Hyve have been very good. The response time is quick so you don't spend your time on a telephone waiting. The staff are always very efficient. Thank you all for your help and patience.”

- Youngs

“Since moving our servers to the Hyve infrastructure I have nothing but good things to say about the levels of service received. I find the support I receive to be of excellent quality and very timely...”

- Arts and Humanities Research Council

“The sales and customer service support provided by Hyve is some of the best I have seen. Support tickets are responded to swiftly. Both our FTP and SFTP services have experienced 100% uptime over the last 2 years which is very impressive. Hyve provides tremendous value for money.”

- Atheon Analytics

“Hyve's scalable secure hosting solutions are tightly coupled with their excellent service & support – when our business needs change Hyve have always responded to our requests in a timely manner. ”

- Slainte Technologies Ltd.
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