You're settling down on the sofa after your big Christmas dinner. The tryptophan is kicking in, you're surrounded by family and friends, and just as you go to show your Nan your website...
It's down.
Your website is down.
What's gone wrong? Who can fix it?
That's where we come in.
While you're enjoying the festivities, our team is still available, working hard during the festive season, keeping things ticking over. Tickets are being answered, emergency support is available, and our Knowledge Base is ready with answers — just in case you need them.
We're proud to keep support going throughout the holidays, with our team forgoing their own celebrations to help you, but we will be running at a reduced capacity, so if your request isn't urgent, you might see a slightly slower reply than usual. Thanks in advance for your patience.
Here's everything you need to know about how support will run over Christmas and New Year.
Hosting & Managed cPanel Servers
Phone support
Our main phone line will close at 17:00 on Friday 19th December, and reopen at 09:00 on Monday 5th January.
If your package includes emergency phone support (Sapphire and above), that will remain available 24/7.
Live chat
Live chat will take a short festive break on:
- Thursday 25th December
- Friday 26th December
- Thursday 1st January
On all other days, it'll be open — though response times may vary depending on staff levels.
Tickets
Tickets will be answered every day between 06:00 and Midnight.
It's the best way to get help over the break, but do bear in mind we'll be prioritising urgent issues. If your request isn't mission critical, it might take us a little longer while we juggle uptime, wrapping those last-minute presents, and making sure everyone's had enough stuffing.
Knowledge Base
For anything you think you might be able to fix yourself, the Krystal Knowledge Base is always on.
It's packed with clear, practical answers from our tech team — the same experts who answer your tickets. Whether it's a password problem or a DNS mystery, there's a good chance the answer's already in there, gift-wrapped and ready to go.
Managed Services
Change freeze
We'll be taking a break from major changes and new project submissions from 17:00 on Wednesday 17th December to 09:00 on Monday 5th January, so please try not to submit any during this period.
We think everyone deserves a break from big changes over Christmas, especially our engineers. They've earned a mulled wine or two.
Reduced support
We'll be running a smaller team on:
- Monday 22nd – Wednesday 24th December
- Monday 29th – Wednesday 31st December
Standard support hours still apply, but response times for non-urgent requests may be slightly longer, so please bear this in mind.
No standard support
There will be no standard support on:
- Thursday 25th December (Christmas Day)
- Friday 26th December (Boxing Day)
- Thursday 1st January (New Year's Day)
Emergency support will still be available throughout. Because downtime doesn't take a day off, even for the man in the big red suit.
And from all of us here at Krystal, we hope you have a merry and joyous holiday season, and wish you a very happy New Year.
Share this article
About the author
Darren H
I'm Darren and I'm the Senior Copywriter at Krystal. Words are what I do. Aside from writing, I play guitar and sing in my band Machineries Of Joy and seek adventure with my wife and daughter.