Here at Big Wet Fish Hosting, we’re proud to provide round the clock support for our clients, and that has not changed in any way.  In recent months, however, we are seeing a significant increase in non-clients contacting us for support when they experience hosting issues, and we need to clarify our support position on this.

What do you mean by Non-Client?
By this, we merely mean someone who pays someone else for their web hosting but is still hosted on our network.  This may be through a Multi-Site Plan or a Managed server.  Where we sell space on our network for others to resell we provide that at a discount.  Where a reseller buys hosting space at a discount, they need to support their clients directly, and we do not assist those clients directly.  This does not mean we will not help our client should they report the same issue but we cannot support non-clients.

What should Non-Clients do when they need support?
If you have not bought your web hosting from us directly, then we will not support you directly, and you will need to contact your web hosting provider (i.e. the company you pay for your web hosting).

You’ve supported me in the past surely?
Due to GDPR and privacy laws, as a company, we need to become more strict on this policy, and we will no longer be able to provide any support to non-clients. The only exception to this policy is an IP Block on our firewall.  We’ll still help non-clients unblock their IP should they get blocked for failed logins on our firewall but that is all we will be able to assist with moving forward (with VPS servers we can only do this when we have prior approval from this client to access their server)

Can my Hosting Provider pay more to get you to help me?
Yes, we do offer a paid plan whereby our resellers can pay us to support their clients.  Your web hosting provider can get information from us about this additional support plan.