Monday – Friday, 9AM – 6PM GMT/BST Excluding statutory UK bank holidays (Business hours).

Response Time

  • Critical Issues: within 0.5 business Hour.
  • Serious Issues: within 1 business Hour.
  • Minor Issues: within 8 business Hours.


Times are measured from when the problem is first reported by the Customer.

  • Critical – Problems that interrupt the functioning of the Service for which no-work around is available (e.g., the application is unreachable and not serving web pages), or problems that threaten application integrity, connectivity and service delivery.
  • Serious – Urgent Problems that interrupt the functioning of the Service but that may be worked around.
  • Minor – Problems that cause minor issues but do not interrupt the functioning of the Service (for example,a page on the website is not downloading properly or one module of a larger section is unavailable or where the colour of a graphic is not as expected).

Support channel

  • Email, via web-based submission, at any time.
  • Enterprise and gold support package only - Phone, during business hours only.

Number of named contacts

  • All Company issues must be submitted by the registered users only.
  • The Company shall use good faith in identifying the severity of issues submitted.
  • Phone support and submission of Critical Issues is limited to 2 named Company contacts as agreed between the parties from time to time.