What support is included
How to reach WebGee support, expected response times, which channel to use for what, and where the boundary of the support remit sits.
How to reach WebGee support, and what we can and cannot help with. Applies to every WebGee account.
Support is available 24/7 by ticket. Average first response is 20–40 minutes, though complex investigations and busy periods take longer.
Open a ticket
Tickets are the primary channel and the only one with a full audit trail.
- Sign in to the WebGee client area.
- Go to Support → Open a Ticket.
Have your support PIN ready if the request touches the account itself.
Mark a ticket priority only when it is genuinely urgent. Misuse of the priority flag can result in account suspension, because it displaces customers with real outages.
Or email the right department
| Department | Address | Use it for |
|---|---|---|
| Sales and Billing | sales@webgee.com | Invoices, domain registrations and renewals, licensing, upgrades and downgrades, partnerships |
| Technical Support | support@webgee.com | Urgent issues, performance diagnosis, DNS and email, integrations |
| Abuse | abuse@webgee.com | Copyright infringement, abuse reports |
Live chat
Available weekdays 10:00–22:00 and weekends 10:00–16:00.
Chat is for quick general questions. Use a ticket instead for anything urgent, anything needing account access, and anything requiring investigation — chat replies are not guaranteed to be immediate, and there is no audit trail of the work.
Phone
Available during UK working hours, for Premium Hosting and Elastic Cloud customers only.
What support covers
We help with the platform:
- Security, stability and performance of the hosting platform
- How to use the platform and its tools
- Restores from backup where available
Backups are provided but not guaranteed. Keep your own copy of anything you cannot afford to lose — see Generate and download a backup.
What support does not cover
We do not debug your application code. Specifically, out of scope:
- PHP errors and code-level diagnosis
- WordPress, Magento or any other application hosted on the platform
- Development work on your site
If your request falls outside the remit we will say so and point you at the relevant documentation, or suggest a developer. That boundary exists so that platform incidents are not queued behind application debugging.
Free migrations
We will migrate your sites at no charge, provided:
- The source is a cPanel server or provider.
- cPanel backup functionality is enabled on the remote server.
- You have first tried the Migration Center yourself, which handles most cases without us.
- All accounts move in a single run, not in batches.