How long do support issues take to be resolved?

Created by Josh Cobb, Modified on Tue, 07 Mar 2023 at 12:08 PM by Josh Cobb

We understand that your website is a critical aspect of your business, and we want to ensure that it functions smoothly and efficiently. That's why we offer a comprehensive Service Level Agreement (SLA) for website support and customisation requests.


Our SLA outlines the services we provide, the standards to which we hold ourselves accountable, and the level of support you can expect from us. It also clarifies our responsibilities and obligations to you, so you can be confident that your website is in good hands.


We take pride in our ability to respond quickly and efficiently to all support requests, whether it's a minor issue or a more complex problem. Our team of experienced professionals is dedicated to resolving any issues you may encounter and ensuring that your website runs smoothly and efficiently.


Our SLA also covers customisation requests, which can help you tailor your website to your specific needs and preferences. Whether you require new features, design changes, or other modifications, we are here to help you achieve your goals and improve the functionality and user experience of your website.


When we receive a support ticket from your team, it is first assessed as either: 

  • Website support (i.e. My website isn't functioning correctly, a listing isn't showing etc)
  • Website customisation (i.e. I'd like to add a new feature, I want to change something etc)


Over 90% of the requests we receive via our support portal are related to website customisations and we love that our clients are constantly looking for ways to improve their websites and improve their results. 


Given the volume of requests we receive on any given day, our support teams work on a priority ticketing system. 


Support requests are assessed for urgency and prioritised/actioned accordingly. 


Website customisation requests are prioritised based on when they are received. Meaning there may be many other requests ahead of yours in the queue from other clients. 


For customisation requests that fall outside your monthly website hosting and support service, our support team will provide you with a quote and an estimated timeframe for completion. The estimated timeframe is based on the volume of requests from other clients currently in the queue ahead of yours. Once you have approved a quote, an invoice will be issued, and work will commence only when payment has been received. Learn more about our website customisation payment process.


For smaller customisation requests, covered by your monthly website hosting and support service, your request will be actioned in a timeframe dependent on the volume of requests from other clients currently in the queue ahead of yours.


Here is a guide to our SLAs for website support and customisation requests (business hours):


StatusFirst Response TimeResolution Time

Urgent

1 hour4 hours
High4 hours12 hours
Medium8 hours1 day
Low1 day7 days


We look forward to working with you and providing the highest level of support and service possible.

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