We're happy to help. You'll get the fastest answer if you've first checked the most common causes, and if your message contains the details we need to find the fault.
Before you write
- Search the help centre: many faults are solved in a few minutes with one of the guides under Troubleshooting.
- Check Service status. It shows the status of each service, a history of the last 90 days, current disruptions and planned maintenance. You can also follow updates through the page's Atom feed in your RSS reader.
Write to support by email
You can always write to support@sitewig.com. The address is also at the bottom of the menu in the control panel. Write from the email address you use to sign in, so we can find your account. We answer in English and Danish on weekdays from 8am to 5pm (Danish time). If you write after 5pm or at the weekend, we reply on the next working day.
How to write a good support email
- Subject: One short line about the problem, for example Email is not arriving at info@yourcompany.com.
- What it concerns: The domain or website, and the email address if it is about email.
- What happened? Describe what you did and what you saw. Copy the error message word for word.
- What did you expect? Then we know what it takes before the problem is solved.
- When did it start? And whether anything changed recently, such as DNS, a plugin or a new password.
- Screenshot: Attach a screenshot of the error. It often saves a whole round of questions.
Response times
How we respond
- Regular request
- Within 1 working day, weekdays 8am–5pm (Danish time)
- Business
- Within 4 hours
- Critical fault (the whole service is down)
- We start work within 1 hour
- Closed
- Public holidays
The response time is a target for our first reply. If there is a known disruption, it is shown on Service status, so you do not have to wait for an answer.
Frequently asked questions
Can I phone or chat with support?
Support is by email to support@sitewig.com. We do not have phone or chat support.
What should I write if my website is down?
The address of the page, what you see (a screenshot helps), when it started, and what has changed recently. Say in the subject line that the whole site is down.
Which languages can I write in?
You can write in English or Danish. We reply in the language you write in.