Getting Support

Note: For a fast response, customers should log into your Valcato Account and click “Get Support”, or click the “Live Chat” link at the top of every page when an operator is online.

Our technicians are constantly proactively monitoring and tweaking our servers to prevent any problems from arising, however it is important to know that there is someone there to help you if something does go awry.

At Valcato Hosting you can count on us to be there in your hour of need; we support our customers via support ticket available 24/7, live chat and telephone so you can rest assured that we will resolve your problem quickly, efficiently and with the friendliness we’re famous for! Customers also have our extensive documentation and knowledgebase sections at their disposal – you may well find that your question has already been answered!

Our average support ticket response time is currently:

Contacting Us

You can find telephone and email contact information at the bottom of every page of our website. Alternatively, if you'd like to write to us our address is:

Valcato Limited
123 Moorland Road
Stoke on Trent
Staffordshire
ST6 1JH
UNITED KINGDOM

Valcato Hosting is a trading style of Valcato Limited. Registered in England, Company Number 06711132.

Telephone Support & Callback

Our support team are standing by to take your call from 10am to 4pm British Time, 7 days a week. Outside of these hours, or if we're busy helping other customers, you can access our Callback system, where you'll be able to leave a message detailing a convenient time for one of our team to call you back. Please note that our telephone support team can assist with account, billing and basic technical queries only. For technical support please use our ticket system, which is available 24/7.

  1. Simply call the relevant number:
    • UK Customers: 01782 479 199
    • US/International: 844-808-8958
  2. At busy periods, or outside of our usual opening hours, you'll be prompted to leave a Callback request, be sure to include:
    • Your name/Account name,
    • Telephone Number,
    • Your question or a brief account of your problem,
    • A time we may call you.
  3. At the agreed time an operator will call you with the answer to your question.

Callbacks are made between 2PM and 11PM British Time, 7 days a week. Callback requests can be left at any time after our lines close at 4pm up until we re-open at 10am the following day.

Facebook and Twitter

News, maintenance notifications, and service outages are also posted to Facebook and Twitter. If you use either of those services, you might find it convenient to keep track of us there.

Knowledgebase

Our Knowledgebase contains over 110 articles covering everything from creating a website to emailing yourself backups. Your question may have already been answered.

Community Forums

Our friendly Community Forums are frequented by both staff and other customers who will be happy to answer any questions you have about your account, website or coding help.