How We Prioritise Requests #
Every support ticket is assessed based on its impact and urgency. This helps us ensure the most critical issues are dealt with first.
| Priority | Examples | Target First Response |
|---|---|---|
| Critical | Website unavailable, checkout not working, major functionality preventing business operations | Within 4 business hours |
| High | Important functionality affected, significant user impact, email or integration issues | Within 1 business day |
| Normal | Content updates, minor bugs, general website issues | Within 2 business days |
| Low | General questions, enhancement requests, cosmetic changes | Within 3 business days |
Please note that these are target response times rather than guaranteed resolution times. Some requests may require further investigation or third-party involvement.
Larger Development Requests #
Your support agreement covers general website support and maintenance. If, during our review, we determine that your request is:
- A new feature
- A significant design change
- A larger development task
- Outside the scope of your support agreement
we’ll discuss the requirements with you and provide a separate estimate before any additional work begins.
Staying Updated #
You’ll receive email updates whenever there’s progress on your ticket. If we need more information, simply reply to the email—your response will automatically be added to your existing support ticket, so there’s no need to start a new one.
Once your request has been completed, we’ll let you know and ask you to confirm everything is working as expected before closing the ticket.
