Once you have submitted your ticket we will respond under the priority we deem your query or issue to be.

Outlined in this article are the levels of priority we work to.

EMERGENCY


Response time 60 minutes.

We will deem your issue to be an emergency if we see it as harmful to your business.

For example, your site or a page on your site is inaccessible to a user.

Here the support team will class your issue as a top priority. They will work with the team to get the problem solved as promptly as we can.

URGENT


Response time 2 hours.

We will deem your issue to be urgent if your site is active but in a business-critical state. This type of issue could result in a monetary loss.

We will class your issue to be urgent for any of the following:

· Users are unable to complete a function to final conversion

· Broken form submission

· Complete a purchase does not submit

· Candidates/clients cannot register

· Job applications are not submitting

· Incorrect data showing on the site - prices or other key data for conversion

· Broken integration with third-party platforms. (Please note third party integration problems may take longer to resolve. We may have to contact the third party)

The team will investigate and find a solution to your issue as quickly as possible.

HIGH PRIORITY


Response time 2 hours.

We will deem your issue as a high priority if your site is not functioning as expected. But, all critical functions can be completed.

We will class your issue to be high priority for any of the following:

· Users cannot complete a function to finalise a conversion.

· Broken page links showing a 404 error.

· Responsive platform bugs - phone, tablet view is not functioning as expected.

· Third-Party Integration issues – integrations are working but not pulling through information as expected. (Please note third party integration problems may take longer to resolve. We may have to contact the third party)

The support team will collate the information from your issue or request and create a task for the team. This task will fall under our Burndown Mondays.

If your request will take more than half a day in the studio, we will arrange a separate time for the team to look at it.

Note: please let the support team know if you have a specific deadline you would like to meet. We will always do our best to deliver.

PRIORITY


Response time 2 hours.

We deem any requests as a priority.

Here the support team will work with you to create a detailed brief of your request. This brief will become a task for the relevant member of the team. (designer, developer, SEO, etc)

This task will fall under our Burndown Mondays.

If your request will take more than half a day in the studio, we will arrange a separate time for the team to look at it.

Note: please let the support team know if you have a specific deadline you would like to meet. We will always do our best to deliver.

Please be aware response times refer to our initial response to your ticket. They do not reflect how long your query or issue will take to be resolved by the team.

For more information on how long your query or issue may take to be resolved please see our Burndown article here.