When can we expect to receive a response?

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

24 hours or less

Standard

 

 

12 hours or less

24 hours or less

Basic

 

 

 

24 hours 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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