Current Status

If you have problems with either email or your web site please FIRST try performing a random Google Search.

If you are unable to do this then please reboot BOTH your PC and router or modem. Check all cables.

If this does not resolve the problem (and you can still not perform a Google Search) the problem would appear to be either your equipment or your broadband connection. Contact your broadband provider for help (that may be us, or it may be a 3rd party).  If we provided your equipment then please contact us even if we do not provide your broadband.

Click HERE to open a new Support Ticket.
(It is best if you open a ticket for ALL issues if able to do so - even urgent issues when you want to also contact us directly - as this will ensure details of your problem are more widely circulated)

You can also, if need be, contact us directly, 24/7. Please see instructions below.

To view details and status of any current problems, click HERE

Clients can call us any time of day or night 24x7 - subject to mobile phone coverage.

Obviously, we don't expect the average client to contact us at 3.00am just to tell us that they want to change a picture on their web site, but we are very much aware that the Internet is a 24 hour world and some clients have their prime markets in countries with a very different time zone to our own!

There are certain things we will not be able to deal with outside of the normal working week - that is a fact of life, but we do have access to data centre staff and spare parts 24x7x365.

What to do if you have a problem or query.

1. General Problems/Queries - Non Urgent
   
   Please complete a Support Ticket HERE, we will acknowledge your email and get back to you within one working day. If you do not receive an acknowledgement within 2 working hours, then please call us.
   
   You may also choose to call us immediately, but if you catch us "on the road" your call is more likely to get overlooked - so please do email us as well, assuming that sending email is not where your problem lies!
    
2. Major or Urgent Problems - Server Failure Suspected for example.
    
   Please complete a Support Ticket HERE if you are able to do so. Please ALSO telephone us on our normal Head Office number: 01905 371041. This is automatically diverted to a mobile if not answered within 6 rings. If you are unable to get an answer during normal office hours please also try our Lancaster office on 01524 409159. You will always get a voicemail facility on the Head Office number 24x7 if not answered (unless there is a line/system fault).
   
   We will contact you by phone or email as appropriate to confirm receipt of your email/message.
   
   In the unlikely event that there is a technical problem with the call divert to mobile, then you may call Graham Cullimore directly on 077725 44706.

Keeping you informed.

If there is a major server issue then we will not be in a position to provide a personal information update service to every client - it is far better for all concerned that we spend our time actually resolving the issue. 

In the event of a major issue please view THIS PAGE - and follow the "Current Status" link on the left (top). That will link to a page kept up to date with the state of play.  In the event that www.pinkdylan.co.uk is down then please visit our mirror site at www.pinkdylan1.co.uk which is on a different server.  Should you have problems viewing both sites then either you have a problem with your connectivity (see notes to the left), or there is almost certainly a general routing problem or similar (not a server problem). Such problems be resolved pretty quickly but call us if in doubt.

If ever you have cause to be unhappy with the level of service provided by pinkdylan, please talk to one of the partners.