As a TLC Support Client, what kind of response times should I expect?

We endeavour to respond to critical (ie, website outage, print deadline) issues within 8 working hours and to general support enquiries within 5 working days.

As a TLC client WITHOUT a Support Agreement, what kind of response times should I expect?

We endeavour to respond to ALL clients within the above timeframes, although this can't be guaranteed for clients without Support Agreements - pls allow up to 10 working days for responses to non time-specific enquiries.

Our website is down, what should we do?

It's always worth checking the obvious; try a machine restart and check you can browse to other non-related websites.

If your site still isn't visible at that point then click here and enter your URL to check if it's just a local area network issue (BT exchanges etc) - if the result says it's 'just you' then don't fret, local network issues usually resolve within 30 mins and this means that you're in a tiny minority of users not able to access the website in question - you can use the above link for any site, not just yours!

If the result comes back to say it's NOT 'just you', then pls email or call us and we'll have our server techs look into the fault immediately to resolve. TLC servers enjoy over 99.9% average uptime though, so pls check the above before calling!