3 Levels of Support, Same Great Service
Whilst we offer different levels of support for different customers needs, at Hipposerve we promise that everyone will experience the same Hassle-Free service.
All our support tiers include a 48-hour initial response and a dedicated 24/7 online support desk for emergency requests. Only support requests sent via our 24/7 Customer Support Desk, and our 24/7 Customer Email are eligible for our 48-hour response promise.
Our Promise to You
You will always be treated with respect by our Hippo Helper team. No problem is too trivial to ask the team about. Our aim is to work with you to solve your technical issues. This may be direct assistance, or by explaining to you how to can complete the task.
24/7 Customer Support Desk
This is the fastest and best way to contact our support team. A Hippo helper is waiting to respond 24/7.
Visit https://help.hipposerve.co.uk
Telephone Support
Our telephone support lines are open 08:30 – 17:30, and you can call on 0330 043 1502. These lines can be busy at times, and if your query is urgent, it will not be dealt with any quicker than using the online support desk.
Other Emails
Support requests should only be sent to [email protected]. Other emails are not picked up 24/7 and this could result in a delay in our response to you.
24/7 Customer Email
You can email us directly at [email protected]. This is not quite as efficient as using the support desk, but these emails are picked up 24/7.
Web Chat
Our web chat is available 09:00-17:00, where available. Out of hours you will be invited to leave a message which will go through to our support desk.
Delays in Resolution
Our aim is to offer the very best service possible to you. Sometimes, some issues are more complicated and take more time to complete. We will always inform you if an issue is taking longer than expected and ask for your patience in these matters. Hipposerve operates a zero tolerance policy on abuse towards its members of staff.
3 Levels of Support, Same Great Service
Whilst we offer different levels of support for different customers needs, at Hipposerve we promise that everyone will experience the same Hassle-Free service.
All our support tiers include a 48-hour initial response and a dedicated 24/7 online support desk for emergency requests. Only support requests sent via our 24/7 Customer Support Desk, and our 24/7 Customer Email are eligible for our 48-hour response promise.
Our Support Promise to You
You will always be treated with respect by our Hippo Helper team. No problem is too trivial to ask the team about. Our aim is to work with you to solve your technical issues. This may be direct assistance, or by explaining to you how to can complete the task.
Support Levels
All our support levels include our great customer service and 48-hour response time to the initial request.
Silver Support
Designed for individual users and small blog sites and charities. This support focuses on the technical elements to get a website online, but geared towards services that have a smaller amount of traffic.
Gold Support
For small businesses and SMEs that have websites and services with a larger footfall. Not only do we support with the technical elements, but also look at optimization techniques to make your site work faster,
Platinum Support
For larger businesses and ecommerce sites and users with VPS sites or a larger number of active services. We support not only the website, but also the ecommerce platforms running on them. This is also available to members of the Web Designer Club.
Address
Union House, 111 New Union Street
Coventry, West Midlands
CV1 2NT
Phone Number
+44 0330 043 1502
Always Ready To Help
Drop the Hippo a Line
Use the form below to quickly contact us
Anything Else?
Hipposerve - Hassle-Free FAQ's
Here are some answers to Frequently Asked Questions.
I already have a domain name, can I transfer this to you?
Yes, you can. There are different ways to do this depending on the type of domain name that you have, but our automated systems do most of the work for you. You will have to contact your existing domain registrar and tell them that you wish to move, and then our systems can do the rest. It takes a few days for the transfer to take place.
Can I upgrade a package, if I outgrow it?
Yes, you can automatically upgrade a package and you will be charged pro-rata from the time that you upgrade. If you are unsure what do do, just give us a call and we can go through the process with you.
Can I downgrade a package, if I am not using all the facilities?
Is is possible to downgrade all or hosting plans. However if you have purchased a 1 or 3 year discounted plans we will be unable to refund the difference and the price will be updated at the start of the next billing cycle. See our terms and conditions for further details.
What's the difference between shared hosting and other hosting plans
Shared hosting is a low-cost web hosting solution suitable for the vast majority of personal, community and small business websites. Whilst you have your own private space, resources are shared between other users on the server.
For customers with demanding or high traffic sites, or for those looking to host a web sites with faster speeds our Business Pro or VPS hosting is recommended. These are fully managed for you, and as always, hassle free.
What control panels does your hosting come with?
Our shared hosting plans all currently come with cPanel, which is perfect for managing all aspects of your website.
Our Business Pro plans come with a choice of Plesk or cPanel depending on your requirements.
Our VPS and Dedicated server solutions come with a range of control panels and software installation options suitable for individual needs. These can be customised for specific purposes by our Hippo Helper team.
How long does it take to set up an account?
It is worth remembering if you purchase a new domain name or transfer an existing name to us DNS propagation can take up to 72 hours. This is beyond our control.
What billing cycles do you offer?
On most of our products we offer monthly, annual or 3 year billing cycles.
In most cases, the longer the billing cycle, the more money you save.
Is my account backed up?
Whilst we backup our servers in the event of catastrophic failure, we do not provide these to customers to restore their services as a result of individual account failures.
We would always recommend that customers purchase one of our Hippo Care plans during the order process, which includes a full account nightly backup, with 30 day retention.
What payment methods do you accept?
We accept all major credit cards, direct debit and more than 50 different cryptocurrency coins.
We are also able to accept BACS payments by arrangement for annual or 3 yearly billing cycles only.
Can I resell my web space?
We offer specific hosting plans for web designers and developers who want to publish more than one website.
Significant savings can be had by signing up to one of these packages.
The more sites you add, the cheaper each site becomes!
We also take care of all the techie work, so you can get on with your design business
Can I have additional domains pointed at my account?
Yes, we actually recommend it. The more versions of your business name that you have parked or being used as an alias, the less chance there is of someone else using that name and passing themselves off as you.
All our packaged allow multiple domain name parking and our technical team will help you set it up.
Can I run an ecommerce site?
Of course, we support and are able to offer advice on a range of E-Commerce solutions.
