Our target response time will vary based on the impact you tell us the issue is having on your business.You can learn more about assigning priority to your requests here. We will make every reasonable effort to respond to your initial request within the timeframes in the table below during our business hours*.
|
Subscription Level |
Urgent |
High |
Normal |
Low |
|
Enterprise |
1 hour or less |
4 hours or less |
12 hours or less |
1 Business day or less |
|
Standard |
|
|
12 hours or less |
1 Business day or less |
|
Basic |
|
|
|
1 Business day or less |
* Business hours are defined as 9:00 AM to 5:00 PM in the UK time zone, excluding UK, US holidays and weekends.
If you're unsure of which subscription level your organisation is currently on we'd be happy to answer for you.
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