This article outlines our standard support availability and the timeframes you can expect for responses and issue resolution.
Standard Support Hours
Our core support hours for standard tickets are:
- Monday to Friday: 9:00 AM - 5:00 PM (UK Time)
Support tickets can be submitted through the portal at any time, but our team will only be actively working on requests during these hours. We are closed on all UK bank holidays.
Target Response Times
We prioritise all incoming requests to ensure the most critical issues are addressed first.
- Initial Response: Our goal is to provide an initial response to all new tickets within 4 business hours.
- Resolution Time: The time to resolve an issue will vary depending on its complexity. We will always keep you updated on the progress of your ticket and provide an estimated time for resolution.
Urgent Issues: Website & Email Outages
For business-critical emergencies, such as a website or email outage, please submit a ticket with the priority set to "Urgent."
These urgent tickets are monitored 24/7 and will be addressed at any time, including outside of our standard Monday to Friday, 9am to 5pm support hours.
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