When you log an issue, we agree a priority with you and work to clear, published targets. Here's what each priority means and the response and resolution times you can expect.
How priority is set
Priority is based on impact (how many people and how critical the system) and urgency. We confirm it with you when the ticket is logged.
When the clock runs
Targets are measured during support hours — Mon–Fri, 8:30am–6:00pm — with 24/7 emergency cover for critical (P1) issues on contracted plans.
How to reach us
Log a ticket by phone, email or your support portal. For a P1 emergency, call us so we can respond immediately.
Priority levels
Response & resolution targets
"Response" is when a real person starts working with you. "Resolution" is our target to fix or provide a workaround.
P1
Critical
A business-stopping problem affecting everyone or a core system, with no workaround.
Response30 minutes
Resolution target4 business hours
Typical examples
Total loss of internet, server or email for the whole business
Suspected cyber-attack, ransomware or data breach
A key line-of-business system completely down
24/7 emergency cover for contracted clients
P2
High
A major issue affecting several people or an important system, where some work can continue.
Response1 business hour
Resolution target8 business hours
Typical examples
A shared application or printer down for a team
Significant email delays
One server service degraded but running
P3
Medium
A problem affecting a single user or a non-critical function, with a workaround available.
Response4 business hours
Resolution target2 business days
Typical examples
One PC running slowly
A single mailbox issue
A software glitch affecting one person
P4
Low / Request
A request, question or minor issue with no real impact on day-to-day work.
Response1 business day
Resolution target5 business days
Typical examples
New starter setup
Software installs
How-to questions and non-urgent changes
These are our standard default service levels. If your agreement specifies different terms, your contract takes precedence. Targets apply to issues we can resolve directly; some fixes depend on third parties (e.g. internet providers or software vendors), which we'll always chase on your behalf and keep you updated.
Custom software
Application maintenance & support
For the bespoke apps we build for you (see Vibe Coding), support runs on the same priorities — with one difference that suits software.
A software fix follows reproduce → fix → test → deploy, so instead of a fixed repair time we commit to a fast response and a clear remediation plan, then agree the fix timescale with you based on the issue. Support & maintenance are included in your ongoing licence; hosting and new development are separate (below).
Priority
Typical application issue
Response
Our commitment
P1
The application is down, or data is at risk, for all users
30 minutes
Immediate mitigation, then a fix plan the same day
P2
A key feature is broken (a workaround may exist)
1 business hour
Workaround where possible, then a fix plan within 1 business day
P3
A minor bug affecting one function or user
4 business hours
Assessed and scheduled into the next update
P4
A cosmetic or very low-impact issue
1 business day
Batched into planned maintenance
Included in support & maintenance
Fixing faults and bugs in software we built
Security patches and framework / dependency updates
Keeping it running and compatible (browser, OS and third-party API changes)
Proactive monitoring and small adjustments
Help and guidance for your team using it
Charged separately
Hosting — where we host and run your application
New features, enhancements and changes to scope (development work)
Third-party product, licence or service costs
Work arising from changes made by you or another party
Support & maintenance covers software we built and continue to maintain. It doesn't cover faults caused by third-party outages (e.g. external services or APIs) or by changes made by you or another party — though we'll always help you get them resolved.
Questions about your service levels?
We're happy to talk through what your business needs — and tailor cover where it matters most.
