Means a site that is non-functional for any user. Please only use Site Down Tickets if your website or portal cannot be used or accessed and you are receiving a 500 error message, or if you have lost a significant amount of data or are experiencing a severe loss of functionality. Site Down Tickets trigger urgent alerts to our IT team, 24/7 - so any out of hours time spent investigating the issue will be charged at double the usual rate. It may be worthwhile double-checking that your IP address is whitelisted before raising a ticket, as this can appear as a site down on your device.