An emergency is defined as a high-priority issue that renders your site inaccessible or causes critical site functions to fail. Examples include your site being unavailable or any issue previously agreed upon by both parties as ‘business critical.’
If you are not on our managed WordPress Care Plans service and have updated a plugin or have outdated configurations that are causing issues, you can still contact us by raising a support ticket.
These errors would be considered critical as they typically hinder the functionality of your website.
Our out of office hours are defined as follows:
– Monday: 17:01 – 23:59 (GMT)
– Tuesday: 17:01 – 23:59 (GMT)
– Wednesday: 17:01 – 23:59 (GMT)
– Thursday: 17:01 – 23:59 (GMT)
– Friday: 17:01 – 23:59 (GMT)
– Saturday: 09:00 – 23:59 (GMT)
– Sunday: 09:00 – 23:59 (GMT)
Low priority issues would be resolved during normal working hours, these can include missing images or broken formatting of the website. In these cases, the website and pages are still legible and there are no major obstacles to using or transacting through the website – It just does not look as it should.