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Frequently Asked Questions
Everything you need to know before getting started.
DNS Configuration, Email Client Setup, SSL Certificate Installation, Website Migration, Email Migration, hourly Technical Support & Custom Requests, and three Care Plan subscriptions (Essential, Professional, and Premium Care).
Remote support at Domohelp works differently depending on the service you need.
For Email Client Setup, we may use AnyDesk when direct assistance is required to configure your custom email account on the email application or device of your choice, or to help diagnose and troubleshoot an existing email configuration issue.
Before an AnyDesk session begins, you will always be asked for your permission. You can choose the level of access you are comfortable with, including Full Access or View-Only access, depending on what is required. You remain in control of the session and can end the connection at any time.
For all other Domohelp services, we do not use AnyDesk to access your computer. Support is handled through our email ticketing system, where we diagnose the issue, provide guidance where necessary, and carry out the required technical work on your behalf.
Where access to a third-party service or account is required to complete the work, such as your domain provider, email provider, hosting platform, or website administration interface, we may ask you to provide the appropriate login credentials or access permissions. These details are used only to carry out the requested technical work.
We will clearly explain what access is required and why before proceeding. Our aim is to resolve the issue efficiently while keeping you informed and in control throughout the process.
9:00 a.m.–7:00 p.m. UK time, business days. We aim to respond as soon as reasonably possible within those hours; Premium Care gets top priority.
For small businesses needing occasional technical help. Cancel anytime, billed monthly.
- 10 support requests a month
- Fixes & changes to your existing DNS, email & SSL setup
- Standard support queue
12-month commitment · £432/year total · Billed monthly at £36/month.
- 15 support requests a month
- 10% off any one-time service, all year, for as long as you're subscribed
- Priority support queue
- Price locked at £36/month for your full 12-month term
- 12-month commitment, billed monthly — see our Cancellation Policy
Domohelp as your ongoing technical team. Cancel anytime, billed monthly.
- Fair-use ongoing support, no monthly request cap
- 15% off any one-time service, for as long as you're subscribed
- VIP priority — ahead of Professional Care
- Support requests cover fixes and changes to something already set up.
- New setups — a domain that's never had DNS configured, a mailbox never connected, or a fresh SSL install — are billed as one-time services at your member discount: 10% for Professional Care, 15% for Premium Care.
- Website Migration, Email Migration and Technical Support & Custom Requests remain separate one-time services for all plans, and your member discount applies to them too.
Yes, for one-time services: within the first 24 hours of payment you get a flat 60% refund; after that, we assess the work completed and refund accordingly. If your issue turns out to be unfixable — for example due to a third-party host or registrar restriction — you get a full refund regardless of how much work was done. Technical Support & Custom Requests is billed hourly, so you're only ever charged for hours actually worked.
By email only, to support@domohelp.com — we can't process cancellations by phone or live chat. Include your order or ticket reference if you have it, and we'll get back to you within our support hours.