01
Explain the problem
Tell us what is happening, what changed and what you have already tried.
Practical website support
Something onyour websiteneeds attention?
From small repairs and website audits to migrations and ongoing support, we can help you work out what your website needs and what to do next.
Migration, repairs, audits and everyday website help
Website migration
Moving yourwebsite doesn'thave to becomplicated
Moving a website means more than copying its files. The website, database, email and DNS all need to be considered so that the transition is handled in the right order.
01
Website files
Your website files need to be transferred to the new hosting environment.
02
Database
Database-backed websites need their data moved and connected correctly.
03
Email
Mailbox data and access need to be considered separately from the website.
04
DNS
DNS changes determine where visitors and mail services are directed.
Every migration is different, so we'll first establish what needs to move.
Website repair
When yourwebsite breaks,we'll help youfind out why.
Website problems can have different causes. We can help investigate what is happening, identify the likely source and work out the appropriate next step.
01
Layout problems
Pages that look wrong, elements that have shifted or layouts that no longer behave as expected.
02
Plugin or code issues
Conflicts, errors or changes that have affected how parts of the website function.
03
Security concerns
Unexpected behaviour or signs that a website may need a closer security review.
04
Performance issues
Slow pages, heavy assets or other factors that may be affecting the browsing experience.
Some problems require investigation before the right fix can be determined.
Website audit
Not sure what's wrong? Let's take a closer look.
A website audit gives us a structured way to look at the parts of your website that may need attention. We can identify areas worth investigating and help you understand what to address next.
01SpeedPage loading and performance factors
02UsabilityHow clearly the website works for visitors
03SecurityCommon security and configuration concerns
04Technical healthTechnical issues that may need attention
An audit identifies areas to investigate; it does not guarantee that every issue will be found.
How support works
A clear process from problem to resolution.
We start by understanding the problem before deciding what needs to happen next. If paid work is required, you will know what is involved and what it will cost before we proceed.
02
Initial assessment
We look at the available information and establish what needs to be investigated.
03
Quotation and approval
If work is required, we explain what is involved and provide a quotation for approval.
04
Work and verification
Once approved, we carry out the agreed work and check the result.
Before we start
A few detailshelp us understandwhat needs attention.
The more context you can give us, the easier it is to understand the problem and decide what should happen next.
01
Website address
The website address you need help with.
02
Problem description
What is happening and when you first noticed it.
03
Screenshots
Screenshots can help show errors or unexpected behaviour.
04
Recent changes
Anything recently installed, updated, changed or moved.
Need to provide access?
Please don't send passwords or other sensitive access details through a normal public form. We'll explain the secure way to provide access when it is needed.
Choose your next step
Need an answer or some help?Start where it suits you.
You can look for an answer yourself or tell us what is happening and we'll help you work out what to do next.
Website support FAQ
Questions before you askfor website support?
Here are some of the practical questions we get about website support, repairs and migrations.
What types of websites can PalmHost support?
We can help with common website platforms and setups, including WordPress and websites hosted on PalmHost. The right approach depends on how the website was built, where it is hosted and what access is available.
What happens after I submit a support request?
We first review the information you provide and assess what is happening. If the problem needs further investigation or paid work, we will explain what is involved and provide a quotation where appropriate before carrying out the work.
Will I be charged before you look at the problem?
Not every support request requires paid work. Where investigation or changes will involve a charge, we will explain this and provide a quotation before proceeding with the relevant work.
How do I provide website access?
Please do not send passwords or other sensitive access details through a normal public form. When access is required, we will explain the appropriate secure way to provide it.
Can PalmHost migrate my website from another host?
We can assist with website migrations, including website files, databases and email where the required access and data are available. The exact migration process depends on the existing hosting environment, and a successful migration cannot be guaranteed in every situation.
Can you restore my website from a backup?
If a usable backup is available, we can assess whether it can be used to restore the website. The result depends on the backup itself, what it contains and the condition of the website and hosting environment.
Can you fix any website problem immediately?
Not necessarily. Some problems require investigation before the cause and appropriate fix can be identified. Security issues, plugin conflicts, custom code and performance problems can require different levels of investigation and work.
Will you make changes without my approval?
Where paid work or significant changes are required, we will explain the proposed work and obtain approval before proceeding. This helps ensure that the scope and expected work are clear before changes are made.
Need help?
Let’s work out what needs attention.
Describe what is happening and we’ll help you work out the next step. If you already have a support ticket, you can continue through the support portal.
