We will respond to all service-related incidents and/or requests submitted by the Customer within 2 hours.
Once we have reviewed and assessed the website issue, we will mutually agree the priority level of any given task and the appropriate website fix will be scheduled for completion.
We will endeavour to complete fixes within the following timeframes:
• P1 tasks – 4 hours
• P2 tasks – 48 hours
• P3 tasks – 5 working days
The above timings are met in the vast majority of instances; however, task turnaround times are predominantly determined by the extent of the work required and the communication with you as to the exact brief/specifications.
For example, it would not be possible for a complex task taking a week, even at P2, to completed within 48 hours.