Support

Our support model defines clear severity tiers, each with associated response times, resolution targets, and escalation procedures, ensuring a structured and responsive approach to issue management. 

Severity 1 (Critical): Full service disruption or critical function failure. Response within 1 hour; resolution efforts continue until restored. 

Severity 2 (High): Significant degradation with no workaround. Response within 4 business hours; resolution targeted within 1 business day. 

Severity 3 (Medium): Partial impairment with a workaround. Response within 1 business day; resolution within 3–5 business days. 

Severity 4 (Low): Cosmetic issues, general requests. Response within 2 business days; resolution prioritised as part of our product development. 

Escalations are managed internally based on severity, age of the issue and client impact, with involvement from senior product, engineering and account teams as needed. 

Historic uptime and incident logs are published online: