This article explains Web60 support response times and how to get help when you need it.
Support Response Times by Priority Level
Web60 support operates Monday to Friday, 9 AM to 5 PM Irish time. Response times depend on the urgency of your issue:
High Priority (Same Day Response)
- Website completely down or inaccessible
- Security issues or suspected hacking
- Payment processing problems on your site
- SSL certificate errors affecting your entire site
Medium Priority (Within 24 Hours)
- Website loading slowly but still accessible
- Email delivery problems
- Plugin conflicts causing specific page issues
- Backup or restore requests
Standard Priority (Within 48 Hours)
- General WordPress questions
- Design and customisation help
- Account settings changes
- How-to guidance for website features
How to Contact Support
Log into your Web60 account and click "Submit Support Ticket" in the main menu. Include these details to speed up resolution:
- Describe the problem clearly - "My contact form isn't working" rather than "something's broken"
- Include your domain name - This helps us locate your account quickly
- Mention any recent changes - Did you install a plugin, update content, or change settings?
- Add screenshots if relevant - Visual problems are easier to diagnose with images
- Include error messages - Copy the exact text of any error messages you see
Weekend and Holiday Support
Regular support operates Monday to Friday only. However, we monitor for critical issues that make websites completely inaccessible outside business hours.
If your site goes down over the weekend, submit a ticket marking it as "High Priority - Site Down". Critical issues receive attention within 4-6 hours, even outside normal support hours.
For general questions or minor issues, wait until Monday for the fastest response.
Getting Faster Responses
Some issues can be resolved immediately using our knowledge base. Before contacting support, try searching for solutions to common problems like login issues or website loading problems.
When you do contact support, use the correct priority level. Marking routine questions as "urgent" actually slows down response times because our team needs to assess and re-prioritise your ticket.
What Happens After You Submit a Ticket
You'll receive an automatic confirmation email with your ticket number. Our support team reviews tickets in priority order and responds with either a solution or questions for more information.
Keep an eye on your email - sometimes we need additional details to resolve your issue. Responding quickly to our questions helps get your problem sorted faster.
If you're still stuck after reading this article, log into your Web60 account and submit a support ticket with your specific question.
FAQ
Q: Do you offer phone support?
A: No, all support is handled through our ticket system. This ensures we have a written record of your issue and can provide detailed step-by-step solutions.
Q: How long do you keep support tickets?
A: We keep all support tickets indefinitely so you can reference previous solutions. Log into your account to view your ticket history.
Q: Can I email support directly instead of using tickets?
A: No, emails sent directly to support addresses are automatically converted to tickets. Always use the ticket system in your Web60 account for fastest service.
Q: What if my issue isn't resolved in the stated timeframe?
A: Contact us through a new ticket referencing your original ticket number. We'll escalate the issue and provide an update on resolution timescale.
Q: Do you provide support for custom code changes?
A: We help with standard WordPress features and Web60 specific functions. Custom coding, third-party plugin configuration, and advanced development work falls outside standard support.
Q: Is support included or do I pay extra for it?
A: Technical support is included with all Web60 accounts. There are no additional charges for help with standard website functionality and hosting issues.
Last updated: 1 March 2026