Should you encounter problems with your site, where you do not have a support plan, please do not e-mail or telephone, you should first of all checkout troubleshooting tips on the free support forums here and if there are notifications of similar problems from other customers, you will see these - this of course avoids any unnecessary repeat communications.
If troubleshooting does not resolve your issue, you should post the issue on the relevant forum, giving as much detail as possible - ie. what you were doing/trying to do, what error message you saw, include a screenshot where possible. We will respond via. the topic if it is a problem that appears to be affecting all sites, we will investigate and report back via. the forum.
If you have a support plan in place, by all means check the forums for known issues, and of course the recommended troubleshooting tips before telephoning. You can of course e-mail or use live support/leave a message - see bottom right.
Site Maintenance for clients without support plans
Unless you have a maintenance plan in place with us you are responsible for the upkeep of your website. This will include performing any Joomla Updates for Joomla sites, component updates, Wordpress updates for WP sites, plugin updates and so on. You are advised to make a backup of your site first.
It is vitally important to keep your site up to date - updates often include security updates, without which your site could potentially be compromised, and may affect the performance of yours and others sites. ATP will periodically check that sites are kept up to date and will send reminders to you asking you to do so. If we believe your out of date site is affecting other clients directly or indirectly we may temporarily offline your site until the matter is resolved.
With a site maintenance plan, ATP will be responsible for updating and taking backups of your site.