How we look after our clients
Clients consistently tell us that they love the technical proficiency and responsiveness of our support. Our support is tierless, meaning all queries are dealt with by senior technicians, and we resolve issues quickly. To learn more about how we deliver support click here.
Severity
Urgent
Definition
Site is inaccessible
Acknowledgement of receipt and review
Within 1 hour
Target resolution
Within 1 hour
High
Site is accessible but experiencing major user interruption (including booking engine, inability to navigate, etc.)
Within 1 hour
Within 1 business day
Medium
Site is accessible but experiencing minor user interruption (including content formatting issues, bugs that impact a subset of pages, etc)
Within 1 business day
Within 3 business days
Low
Site is accessible with no user interruption however modification is required
Within 2 business days
Within 5 business days
Enhancement
Site is performing as designed however a new enhancement or function is required
Within 3 business days
Based on prioritisation with client