Contact Information for Athenaeum Limited
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Email
To email us directly from this web site, click here.
Telephone
+44 (0)8456 434 091 - Main Office Number
+44 (0)8456 434 097 - Level 2 Support and Customer Web Development Team
+44 (0)8456 434 098 - Level 1 Support and out of office hours on call engineer
Please click here to jump down the page for more information regarding our telephone systems and other contact related questions.
Post
General office correspondence and registered office address:
Athenaeum Limited / Ecological Hosting
2 Dove Road
RIPLEY
Derbyshire
DE5 3GR
UNITED KINGDOM
Which telephone number should I use?
For general hosting sales, accounts and customer service enquiries, please use the main office number. This phone number is generally manned during regular UK office hours. Please refer to the additional notes below for further information.
Please note: If you have been left a message regarding account payments, please use the telephone number provided in the message.
If you wish to discuss having your web site created by our support partner, please use the level 2 support number.
Should there appear to be any operational issues with our hosting services, the level 1 support number is the appropriate choice. This number may be diverted directly to an on-call engineer, or it may go to an answer service that will provide the current on-call mobile telephone number to use.
Please see notes below regarding the different support levels.
Which support level do I need to contact?
Level 1 refers to support relating to any issues with the hosting systems only (e.g. mail / web / database server not-responding or similar). Generally problems that would be rated with severity one (i.e. a business critical service issue). In such events we will investigate and if the hosting service is found to be working correctly then support will be moved over to the level 2 team on request of the client. Level 1 support does not cover help with anything that is not a direct service related issue. This level of support is standard with all hosting accounts.
Level 2 support and above is generally classed as 1:1 consultancy and can be used to obtain help with your web site coding, general PC problems, setting up your email etc. Each hosting account will include an element of this support level in the package. Additional time can be purchased as necessary if you go over your included limit (the current rate is £15 plus VAT for each 20 minutes or part there of). Level 2 support is provided by another specialist UK based business on our behalf and the level 2 support phone number will normally be routed to one of their offices directly.
Additional notes about our telephone systems
Real people will answer your call! We do not like being held in a queue, so we won't inflict this on people trying to contact us. If we are currently busy on the phone line you should get an answer service or an engaged tone to let you know. We value your call, so please do try again later or leave a message with your telephone number and we will call you back, or why not click here and send us an email message instead.
If we are out of the office for extended periods, we will endeavour to redirect the landline to a mobile. In certain circumstances (e.g. low signal areas, hospitals, some computer rooms) the mobile phone may go to voice mail. In these rare instances please do leave your name, phone number and a brief summary of your reason for calling and we will get back to you as soon as possible.
Why we use local call rate (0845) non-geographic telephone numbers
For many people, this will allow them to call us for no more than the cost of a local telephone call. It also enables us as a business to be flexible in our call routing and also keep telephone numbers that should never change - even when we move office locations.
That said, we also appreciate that some people may not find 0845 telephone numbers to be the cheapest way to communicate, in particular, those wishing to use inclusive minutes on their mobile telephone package may find 0845 numbers charged by their provider at a different rate and outside of their "free" minutes.
Unfortunately though, in order to provide the best service possible for our clients by enabling flexible routing of our telephone calls to the various different lines within our UK business operations, the only real option is to use non-geographic telephone numbers.
If you would like to know our main office land line number at any given moment in time, we will happily provide this, but please do bear in mind that the number we give you will be subject to change and you may find it does not get answered on occasion when that particular office location is unmanned; the 0845 number on the other hand will always be routed appropriately.
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