Our support service – and what it means for you

We use a system called Freshdesk to manage our support services, prioritise them and ensure we meet our support delivery time guidelines as much as possible.

It also means that if you have asked for help from us you can log in at any time and see the progress of your request and even add comments..

This service is for you if you have a problem with your website, or if you need something changed or updated.

What difference does that make to you?

In truth, not a lot. If you have an urgent query or support request in office hours, then still the best option is to phone us.

But if you need help out of office hours or it isn’t that urgent, then you can open a support ticket in one of three ways:

  • By clicking on the tab marked Open a support ticket on this website  – this opens a support form
  • By sending an email to help[at]moghill.co.uk (replace the [at] with @

How do I use it?

Any of these methods will generate a support ticket via e-mail. You can then respond to or add to the information in the ticket just by replying to the email or logging in to our support portal.

Sometimes, if you phone us with a non-urgent query or problem, we will create a support ticket for you to keep track of the issue.

The first time you use the system, you will receive an email with activation instructions that you should follow to be properly set up, however, if you prefer you can respond to tickets by replying to the email.

Service standards

Service is important to us, and we have been busy setting up new systems in order to serve you better. That’s why we now have target times for responding to and dealing with support requests:

Support ticket response/resolution targets

PriorityRespond withinResolve within
Urgent30 mins4 hours
MediumSame day5 days
LowNext day14 days
These are target times unless you have an SLA with us. Times/days apply to working hours and days. Weekend times may be subject to delays.
Give us your feedback
Give us your feedback

There’s a lot more information on support and how we do it in our Support Policy.

We want your feedback!

When we resolve your issue, whatever it may be, we will send you an email telling you so. If you need to, you can re-open your ticket by replying to the email.

At the bottom of the email you will see three faces and a link asking you to rate our support service.

Please give your feedback and help us improve our service to you.