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Email or online ticketing support
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Yes
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Support response times
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Individual SLA's are set up depending on the requirements of the project.
Standard, none urgent requests are normally responded within 3 working hours
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 A
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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We provide web chat support and have tested the chat interface with assistive technology to confirm it’s usable without a mouse and works with common screen readers.
Testing includes:
Keyboard-only navigation (tab order, visible focus, focus trapping in chat widget)
Screen readers: spot-checks with NVDA (Windows) and VoiceOver (macOS/iOS)
ARIA and semantics: control names, message regions, new-message announcements, error states
Zoom/reflow at 200%+ and mobile responsiveness
Colour contrast and high-contrast mode checks where supported
Any accessibility issues found are logged as defects and re-tested before release. Where buyers require it, we can also run moderated testing with assistive technology users (screen reader and keyboard-only users) and capture outcomes as UAT acceptance criteria.
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Support levels
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1) Essential Support (Standard) – £295/month Email/ticket support, business hours (Mon–Fri, 09:00–17:30 UK) Monthly security/core/plugin update window (staging-first) Target response: 1 business day (P2–P4), 4 business hours (P1) 2) Business Support (Enhanced) – £695/month Email/ticket + scheduled support calls Proactive monitoring (uptime, errors), performance checks, priority patching Target response: 4 business hours (P2–P4), 1 business hour (P1) Includes 4 hours development/support time per month (then £695/day pro-rata) 3) Mission-Critical Support (Premium SLA) – from £1,495/month 24/7 incident triage for critical issues (checkout/payment outages, security) On-call rota, hotfix releases, enhanced monitoring and alerting Target response: 15–30 minutes for P1, hourly updates until mitigated Includes 8 hours per month (then £695/day pro-rata) Cost notes Additional hours: £695/day (or £95/hour by agreement) Launch/campaign weekend cover: priced as a short-term add-on (e.g., £350/weekend standby + time used) Technical account manager / cloud support engineer Essential: assigned support lead (named primary contact) Business: named senior engineer + quarterly service review Premium: Technical Account Manager included (or can be added to other tiers), plus access to a Cloud/DevOps support engineer for hosting, WAF/CDN, backups, and resilience.
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AI chatbot
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Yes