urgent incident support

We pride ourselves on our dedication to our clients, offering out of hours support to help keep your business running.

Incidents are defined as suddenly occurring unplanned events that cause the end-user to experience material service failure or degradation.

Emergency priority items are defined as those issues that render the site inaccessible or critical site functions to fail: Site unavailable or an issue that is agreed by both parties to be 'business critical'.

Low priority items can include issues such as missing images or broken formatting of the website, but website / pages are still legible. Content is not perfectly aligned, but there are no major obstacles to using the website.

Operating hours

Standard office hours are defined as Monday to Friday, 08:30 to 17:30 (GMT)

Out of office hours are defined as:
Monday: 17:31 – 23:59 (GMT)
Tuesday: 17:31 – 23:59 (GMT)
Wednesday: 17:31 – 23:59 (GMT)
Thursday: 17:31 – 23:59 (GMT)
Friday: 17:31 – 23:59 (GMT)
Saturday: 08:30 – 23:59 (GMT)
Sunday: 08:30 – 23:59 (GMT)

Out of office hours support should only be requested in the event of emergency or high priority issues arising.

Raise an out of hours support ticket...

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Out of Hours Service support charges – Retained and non-retained

All support will be chargeable at the hourly rate of £120.00 + VAT per hour or per hour from a retainer, with a minimum charge of two hours.

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