Client Support

We are committed to making your experience of hosting with us a success, and appreciate that providing fast and friendly after sales support is just as important as using reliable networks and servers.

Your web site will be hosted in the UK on powerful servers that utilise RAID technology (an array of multiple hard drives) for improved service reliability. The servers are co-located in the London Hosting Centre, a state-of-the-art datacentre in the heart of London‘s Docklands, and connected to the internet by a resiliant network infrastructure.

All our hosting packages include an RVSkins cPanel, a powerful browser based hosting control panel.

Whilst the actual tasks that can by accomplished through cPanel depend on the particular hosting package purchased, clients can access a comprehensive library of Flash Tutorials illustrating most of the routine tasks required to set up and administer one of our hosting packages.

A generic cPanel 11 Manual (402Kb) is also available for download.

This manual covers the use of a "standard" cPanel, rather than the RVSkins cPanel that we supply with our hosting accounts. Whilst the server features discussed in this manual are exactly the same for both types of panel, the layout and icons used in an RVSkins cPanel are somewhat different to those used in a "standard" cPanel.

Our Support Forums are another source of help and information. A place where you can find details of any scheduled server or network maintenance, and alert notices for potential vulnerabilities in popular web site scripts.

If the information required can not be found in any of these resources, clients can log into our Client Area to view our Frequently Asked Questions, or to request technical assistance by submitting a support ticket.

We aim to operate a fast and friendly support desk, and endeavour to respond to all support request within 24 hours, though this can take a little longer during busy periods, or over Public Holidays.

Server performance is independently monitored by Alertra, and full uptime statistics are available on our Server Status Page.

Whilst we are proud that we generally achieve better than 99.9% service availability, we recognize that occasionally things can and do go wrong. Hardware failures, server reboots, and file system checks, can from time to time result in unwelcome server downtime.

We are fully committed to keeping clients informed during such outages, and have established cymnet-support.co.uk for this purpose.

This is hosted in the USA on a different server and network to that used for client accounts and our main web site. It should therefore remain available during any down time experienced by our main web site, and enable us to keep in touch with our clients during any such outage.

With client support given such a high priority, you and your web site will be in safe hands if you choose Cymnet as your hosting partner.