How can we help?
Pick what’s happening. P1 outages: call, don’t email.
What’s happening?
- P1
Site or server is down
Call the 24/7 desk now. Or the P1 number in your runbook.
- P1
We’ve been hacked or are under attack
Clients: call the 24/7 desk. Not a client yet?
- P2 · P3
Something is slow or broken, but up
Raise a ticket in the client portal. Or email support.
- P4
A change, request or question
Raise a ticket in the client portal. Or email support.
- Account
Billing, invoices or plan changes
Open the client portal. Or email support.
- Sales
Not a client yet?
Talk to sales. Or email sales.
Response times
We classify by business impact. Response targets apply where your agreement includes them.
| Severity | What it means | First response | Channel |
|---|---|---|---|
| P1 Critical | Covered production service unavailable, active data-loss event or critical security incident | Under 15 minutes where contracted | 24/7 contracted channel |
| P2 High | Material production impairment with substantial user or revenue impact | 1 hour where contracted | Contracted support channel |
| P3 Medium | Non-critical impairment with a workaround | 4 hours where contracted | Contracted support channel |
| P4 Low | Question, planned change or minor issue | 24 hours where contracted | Standard support channel |
Send this and we start faster.
- Customer and affected service
- Observed start time and current impact
- Environment, region and affected users
- Recent changes and known dependencies
- Error messages, monitoring links and safe reproduction steps
- Technical contact and change authority
How it escalates.
One thread, increasing depth.
- 1
Operations desk
Receives the incident, validates scope and impact, opens the incident record and begins triage.
- 2
Technical escalation
Brings the appropriate systems, cloud, network, database, security or application owner into the same incident path.
- 3
Service owner
Handles priority conflicts, customer communication and decisions that cross technical or commercial boundaries.
- 4
Executive escalation
Reserved for material business impact or unresolved ownership, not as a replacement for the incident channel.
What we can’t promise.
Resolution may need your approval, developer action, third-party provider work, more capacity or a restore from backup. We coordinate the agreed path, but can’t promise a fixed resolution time for causes outside the contracted boundary.