How to get support from us

Call us

Call us

+44 (0)28 9033 1122

08.00 to 18.00 on all business days. 24x7 support is available for Premium Support customers - call the phone number provided. 

Email us

Email us

We run our own support management system. A unique case identifier is issued for every support request lodged with us.

Meet with us

Meet with us

We welcome face-to-face support.

Just contact us and we’ll arrange a meeting with our technical folks. We normally meet at our client's site, but you're welcome here too.

The Tibus Support ethos – what makes us different?


We do everything in-house, using Tibus staff only

We run our own support team in-house, so we can guarantee the quality of what we do. We don’t outsource anything and all of our team are full Tibus staff members.


We know what we’re doing

We’ve been doing support for 19 years. The team itself is hugely experienced. We know what our customers need and what they expect. No learning curves or novice mistakes.


We take a personal approach

We don’t have a huge faceless call centre. Calls come straight through to our engineers’ desks and they speak directly to you, their customer. You are welcome to email or call our engineers directly, and ask for them by name.


Our engineers are encouraged to think for themselves

Our engineers will make the changes you need, on the spot. We give engineers the technical privileges they need to solve things on the call. We don’t believe in trying to solve issues by endless, frustrating call centre scripts.


We genuinely enjoy technical support

Support queries are where we talk to our customers and when they leave the call or email happy, that’s what actually makes it worthwhile for us. We appreciate this sounds a little "naff", but it’s entirely true.


We understand that we’re only one part of your technical world

We are happy to talk to your other suppliers, where some other hosting companies will not. So if you have a website developer for example and you aren’t technical, we’ll talk to them directly on your behalf re hosting matters.


We know that some things can only be done face to face

We’ll meet you and your team. We don’t hide away. This is a very common need, particularly in larger engagements. So we’re more than happy to devote time to meeting with our customers and their other vendors. We’ll talk to anyone you need us to.


We’ll never make you feel like you’re wasting our time

Our support is provided on an unlimited basis. It is included in your service charges. You can call or email us as much you need to. No meters, no credits, no tokens. Simply contact us when you need to, and as often as you wish.

What our customers say about our support

Ann O'Dea
“We pretty much consider Tibus to be a part of the Silicon Republic family, to be honest. We rely on them hugely, great guys to work with.”

Ann O'Dea, Editor-at-Large, Silicon Republic

Lori Ryan
“We have been working with Tibus for years. They've been with us throughout the Easons e-commerce journey. We really trust their technical smarts.”

Lori Ryan, Web Development, Easons

Emma Duggan
“When bad weather strikes, our website must remain available, no matter how many customers need to access it. Tibus provides the assurances we need - and the testing to support those assurances.”

Emma Duggan, Web Manager, NIE Networks

Gareth Herron
“Technically very strong but also professional in the way they handled the security and sensitivity demands we placed on them.”

Gareth Herron, Advisor to the Bloody Sunday Inquiry, Northern Ireland Office