We are committed to providing you with top quality help and support when you need it. While we understand that the web is open 24 hours a day, 365 days a year we need to rest our staff .... sometimes.
Basic Support Levels (Free)
At the basic level we are committed to ensuring that ALL tickets are responded to within 24 hours and where possible all issues are resolved fully within 72 hours, where possible we will deal with and solve things MUCH quicker.
There are some limitations to these guidelines which relate to when we our offices are opened and staffed. Please note that our offices are not open on Sundays and UK Bank Holidays and we also have a Christmas holiday shutdown. As such please understand that if you raise a ticket on say a Saturday at 6PM you will not recieve a reply until Monday.
Please also be aware that our office opening times are 09:00 - 18:00 (UK). This should not affect the support ticket service levels, but you might not get a reply outside of these times.
Premium Support Levels (Paid)
We also provide premium support levels for some products and services. Each product or service which has premium support levels will be subject to it's own contract. To enquire about premium support please feel free to raise a ticket and ask.