Support Response Times and How to Escalate Urgently
We set response targets and we hold ourselves to them.
When you submit a support ticket, our team picks it up and prioritises it based on urgency. This article explains how the system works, what to expect, and how to get the fastest possible response when it matters most.
Our support hours
Our team is available Monday to Friday, 10:00 AM – 6:00 PM. Tickets submitted outside these hours are picked up first thing the following business day.
How tickets are prioritised
All tickets are assigned a priority level when received. Response and resolution targets are as follows:
| Priority | First Response | Resolution Target | When to use it |
|---|---|---|---|
| Urgent | 30 minutes | 2 hours | Your website is down, a campaign is live with an error, or a critical business function is affected |
| High | 1 hour | 4 hours | A significant issue affecting user experience, lead generation, or a time-sensitive deliverable |
| Medium | 8 hours | 24 hours | Standard requests, questions, and non-critical changes |
| Low | 24 hours | 72 hours | General enquiries, suggestions, and minor requests with no time pressure |
How to request urgent support
When submitting your ticket, set the priority to Urgent or High using the priority selector on the submission form. Include a brief description of the impact — for example, “website returning a 500 error and no new enquiries are coming through”. This helps our team triage correctly and act immediately.
Please do not mark all requests as Urgent. Doing so reduces the effectiveness of the system for genuine emergencies.
After you submit
You will receive an automatic confirmation with your ticket reference number. Our team will follow up within your priority window. All communication regarding the ticket happens within the portal — please respond there rather than via email to keep the thread intact.