Need help?
Log a ticket via our support portal and one of our team will be in touch shortly.
Whether you call, email, or log a ticket, our engineers will prioritise your issue and respond within our guaranteed timeframes.
Critical Priority
If your website, operating system, or server goes down or takes a serious knock, it’s a Critical Priority. We’ll start resolving it within 30 minutes, and 95% of the time, we’ll have it sorted within 1 hour.
High Priority
If your website or server isn’t down but is noticeably underperforming (slower access, patchy performance, or multiple glitches) that’s a High Priority. We’ll start working on it within 1 hour, and 95% of these issues are resolved within 2 hours.
Medium Priority
Minor service hiccups: like one user struggling to access a system or a routine update not going through will fall into this category. We’ll start resolving it within 2 hours, and 95% are sorted within 24 hours.
Low Priority
Think of this as fine-tuning. Feature requests, planned maintenance, or tweaks like firewall changes. Everything’s still working, just not quite how you'd like it. We’ll start within 4 hours, and 95% are closed within 3 working days.
Not a Client? Chat to us to find out how we can support you.
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