Hosting support
Our staff are only 10 minutes away from the data centre so we can often carry out complex tasks on your equipment quickly. Staff operate 9am to 5pm Monday to Friday, however you can often access staff on irc outside normal hours.
We can arrange for on-site staff to carry out basic operations, and our offices are only 10 minutes away if you need more complex tasks carried out. If you have a server with more complex problems we can move the server to a test bench in our Bracknell offices for baby-sitting if you need as we have a dedicated fibre link from our offices to the data centre. We can also arrange for server build and test in our offices before deploying in the data centre.
Contacting support
| Telephone | 033 33 400 999 | 03 numbers cost the same to call as 01 and 02 numbers |
| SMS | 01344 400 999 | Yes, you can send text messages to normal phone numbers. Can be used to report Major service outages. |
| support@aa.net.uk | Handled by a ticketing system which should reply immediately. Please ensure the ticket number is quoted in any replies you send. | |
| irc | irc://irc.z.je/A&A | Interactive text chat - how to use irc. You can use irc://6.irc.z.je/A&A instead if you have IPv6 connectivity. |
| usenet | uk.net.providers.aaisp | Support staff often read the newsgroup if you have a more general query that is not urgent, especially if of interest to other readers of the newsgroup. |
| Opening hours | 8am to 6pm Mon-Fri 10am to 2pm Sat | Except English bank and public holidays and some days around Christmas |
| Out of hours support | Informal | Staff are often available on irc during evenings and weekends. Staff are also on-call for any major outages or emergencies affecting all customers. |