This article explains how Web60's support system works and how to get help when you need it.
Support Channels
Help Desk Tickets The main way to contact support is through your Web60 portal. Log in and click 'Support' to create a ticket. This creates a record of your issue and lets you upload screenshots or files if needed.
Emergency Phone Support For urgent issues like your website being completely down, you can call our emergency support line. This is for genuine emergencies only - general questions should use the ticket system.
Knowledge Base Before contacting support, check this knowledge base. Most common questions have step-by-step guides that can solve your problem immediately.
What Our Support Team Handles
Server and Infrastructure Issues
- Website not loading or showing errors
- Email delivery problems
- Performance issues with your site
- Database connection errors
- SSL certificate problems
WordPress Technical Problems
- Login issues and password reset
- Plugin conflicts causing site problems
- Theme compatibility issues
- WordPress update failures
Account and Billing Questions
- Payment and subscription queries
- Domain connection problems
- Backup and restore assistance
What We Don't Handle
- Website design or content creation
- Training on how to use WordPress
- SEO advice or marketing guidance
- Custom coding or development work
Response Times
Standard Support General questions get a response within 4-6 hours during Irish business hours (9am-5pm, Monday-Friday).
Priority Support If your website is completely down or you're losing business, mark your ticket as 'Urgent'. These get priority handling within 1-2 hours.
After Hours Non-urgent tickets submitted evenings or weekends are handled first thing the next business day.
How to Get Faster Help
Be Specific Describe exactly what you were doing when the problem started. Include error messages word-for-word.
Include Your Domain Always tell us which website has the problem, especially if you manage multiple sites.
Send Screenshots A picture of an error message is worth a thousand words of description.
Try Basic Steps First Clear your browser cache and try a different browser before submitting a ticket. Many display issues are browser-related.
Escalation Process
If your first response doesn't solve the problem, reply to your ticket with more details. Complex technical issues may need to be escalated to our senior technicians, which can add to resolution time but ensures you get the right expertise.
If you're still stuck after trying the steps in this knowledge base, log into your Web60 portal and create a support ticket with as much detail as possible about your specific problem.
FAQ
Q: How do I contact Web60 support?
A: Log into your Web60 portal and click 'Support' to create a ticket. For genuine emergencies where your site is completely down, use the emergency phone number in your portal.
Q: How long does Web60 take to respond to support tickets?
A: Standard tickets get responses within 4-6 hours during Irish business hours. Urgent issues are prioritized and handled within 1-2 hours.
Q: Can Web60 support help me design my website?
A: No, our technical support handles server issues, WordPress problems, and account questions. We don't provide design services or WordPress training.
Q: What information should I include in a support ticket?
A: Include your domain name, describe exactly what happened, copy any error messages word-for-word, and attach screenshots if possible.
Q: Does Web60 offer phone support?
A: Emergency phone support is available for urgent issues like your website being completely down. General questions should use the ticket system through your portal.
Q: Can I get help outside Irish business hours?
A: Emergency issues are handled 24/7. Non-urgent tickets submitted evenings or weekends are processed first thing the next business day.
Q: What if the first response doesn't solve my problem?
A: Reply to your existing ticket with more details rather than creating a new one. Complex issues may need escalation to senior technicians for proper resolution.
Last updated: 1 March 2026