COVID-19 Update:

During these unprecedented times we are safely working from home but this does not detract from our priority to keep our clients up and running 24/7.  Our Sales and Support Teams are available to make sure that any enquires are dealt with to our normal high standards.

 

Sales

 

Contact our sales department using any of the methods listed below or alternatively use the contact form
Email = sales@nimbevo.com (a ticket with our sales department will be generated for you automatically, you should receive confirmation of this ticket within 10 minutes)
Telephone (Free from the UK) = +44 (0) 800 920 22 22 option 1
Our Sales department is available between 8:30 AM – 5:30 PM  (Monday-Saturday) and (10:00 AM – 3:00 PM Sundays) London time (GMT)

Please do not send support queries to this address as they will not be answered.

 

Accounts Department – Billing & Financial Enquires ONLY

 

The address below is for billing enquiries ONLY alternatively us the contact form

billing@nimbevo.com (a ticket with our accounts department will be generated for you automatically, you should receive confirmation of this ticket within 10 minutes)

Telephone (Free from the UK) = +44 (0) 800 920 22 22 option 2
Our Accounts department is available between 8:30 AM – 5:30 PM  (Monday-Saturday) and (10:00 AM – 3:00 PM Sundays) London time (GMT)

Please do not send support queries to this address as they will not be answered.

 

Other e-mail addresses

 

For abuse reports, spam reports etc.

E-mail: abuse@nimbevo.com (Please do not send support queries to this address as they will not be answered.)

 

Technical Support

 

E-mail: support@nimbevo.com

 

Telephone (Free from the UK) = +44 (0) 800 920 22 22 option 3

Telephone Support is available between 8:30 AM – 5:30 PM  (Monday-Saturday) and (10:00 AM – 3:00 PM Sundays) London time (GMT)

 

For Technical support please follow the instructions carefully.

 

1. 1. Note: Please log your ticket via e-mail or the ticketing system inside your customer-area before calling. This ensures that it is allocated to the engineer most suitable to address your query.
   2. Have your ticket number ready when calling. (The ticket number is returned when first raising your issue via e-mail or shown on-screen when you submit a ticket via the customer-area and is located within the subject field of all related e-mails.

 

Our Technical Support department works 24/7 and can be reached via email/ticketing system by following the standard technical support procedure outlined above. Please only CALL our emergency hotline if you have already submitted a ticket, and your ticket has not been answered within (1) Hour.

 

Out of office Technical Emergencies hotline (24/7): if you are experiencing a technical emergency that needs to be addressed IMMEDIATELY and this happens to be outside of our business hours, please only call us after having followed the standard procedure outlined above, and listen to the instructions on the phone carefully to be connected with one of our on-call engineers who can assist you, please bare in mind that if your issue is NOT an emergency, you might be charged a fixed penalty of £30. If we agree to solve the issue over the phone, and you will be notified of this charge, a bill will be generated and must be paid before work can commence. . (Please see below to see what is NOT a technical emergency).

 

 

What is a Technical Emergency:

1. Technical Emergencies include, server/network outages caused by our datacenters or our servers,  Business VOIP telephone systems being down etc.)
2. Any unplanned server/system outages is considered a server emergency however please before calling check the client-area to see if we have published a network outage report if there is an incident report, please do not call us as we are aware of the situation and have already started fixing it we will regularly update  the incident reports with the progress. Again, If you want you can raise a ticket but if there is an incident report, that means that we have already started fixing the issue, and we will update you once the issue is resolved.

 

What is NOT a Technical Emergency.

1. You entering the wrong password to your application/server/client-area and being locked out by the firewall.
2. You modifying a PHP script and breaking it and asking us to fix it (during business hours, we are more than welcome to try to fix this, but this is not a technical emergency.)
3. Your hosting account/server/service being suspended for non-payment of bills and you needing to get it up at 3AM in the morning and asking for the late fee to be removed (most of our services are automatically unsuspended once the bills have been paid) and clearly this is not a technical emergency but a accounts/billing department matter.
4. You working from home after regular office hours, leaving workstation unattended, just to come back to find that your child permanently deleted all your website files and you being furious and not being able to find or use the backup/restore manager inside your hosting account), in the unlikely scenario that this happens, please open a ticket and we will fix it as soon as possible.