Nationhost Freephone Helpline Policy

At Nationhost, we are dedicated to providing exceptional technical support whenever you need it. To ensure that urgent issues are resolved swiftly, we offer a UK-based Freephone Helpline available 24 hours a day, 7 days a week.

1. Purpose of the Freephone Helpline

Our Freephone Helpline is specifically designed for urgent problem reports only. This service is intended to provide immediate assistance for critical issues that require prompt resolution, such as:

• Website or Server Downtime: If your website or server is down and impacting your business operations.
• Security Breaches: If you suspect a security breach or unauthorised access to your account.
• Severe Performance Issues: If you are experiencing significant performance degradation that affects your site’s functionality.

For non-urgent queries or general support, we encourage you to use our standard support channels, such as email or our online helpdesk.

2. 24/7 Availability

Our Freephone Helpline is available 24 hours a day, 7 days a week, including weekends and bank holidays. We are committed to ensuring that you have access to the support you need, whenever you need it.

Please note that the Freephone number is available for UK-based callers only. For international callers, we provide a dedicated international contact number.

3. International Callers

If you are calling from outside the UK, please dial our international helpline number: +441278 616 059. This number is available 24/7, ensuring that our global customers receive the same high level of support as those within the UK.

During busier times, both UK and international callers may experience high call volumes. In such cases, we may offer a call back service to ensure that all urgent issues are addressed in a timely manner.

4. How the Call Back Service Works

If our lines are busy and your call is placed in a queue, you will have the option to request a call back. When you select this option:

• Queue Placement: Your place in the queue will be held, and you will receive a call back from our technical support team as soon as they are available.
• Priority Handling: Call backs are prioritised based on the urgency of the issue and the order in which they were received.

We appreciate your patience during peak times and assure you that our team will get back to you as quickly as possible.

5. Guidelines for Using the Freephone Helpline

To ensure that our Freephone Helpline remains available for those who need it most, we kindly ask that you follow these guidelines:

• Use for Urgent Issues Only: Please reserve the Freephone Helpline for critical, time-sensitive problems that cannot wait for standard support response times.
• Prepare Necessary Information: Before calling, please have your account details, any relevant error messages, and a description of the issue ready to provide to our support team.
• Follow Up as Needed: If your issue is not resolved during the call, our team will provide further instructions or escalate the matter as needed. You may also be directed to additional resources or documentation to assist with the resolution.

6. Contacting the Freephone Helpline

• UK Freephone Number: 0800 6 102 106
• International Number: +441278 616 059

We are here to help you with urgent technical issues and ensure that your experience with Nationhost is seamless and trouble-free, any time of day or night, wherever you are in the world.