Response times
Critical
Within 1 hour
Site down, security breach, data loss
High
Within 4 hours
Major feature broken, real business impact
Medium
Within 24 hours
Something's degraded but there's a workaround
Low
Within 48 hours
Minor issue, question or content update
Response times apply to clients on an active care or support plan, during business hours (Mon–Fri 9am–6pm UK). Critical issues are monitored 24/7.