If you have an order
Reply to any email about that order, or use the message link on the order page itself. Both reach the person working on it with the order attached, rather than a general inbox.
Your order page also answers most of what people write in to ask: where the work has got to, when it is due, and if the clock is paused, what we are waiting for. Sign in to your account, or track any order with the order number and the email you used at checkout — no account needed.
If you are not sure which fix you need
Email hello@xonik.com and describe what is broken. Include the site address and the error if you have one. We will point you at the right fix, or tell you plainly if we do not have one for it.
If you are an agency
Partner enquiries go to the same address. Say which agency you are and roughly how many sites you look after.
What to expect
We reply within two business days to anything that is not attached to an order.
Orders in progress are different: those are governed by the turnaround on the fix you bought, and care plan customers have response times set by their plan — 8 business hours on Essential, 4 on Complete, 1 on Critical, with faster times for critical issues.
There is no phone line. Beyond the record it leaves, writing also means your question arrives with the order attached rather than depending on someone being at a desk.