0-2 hour response time (during business hours) for issues classified as High Priority. Though if there is a full website outage, Ultimate will aim to respond within 30 minutes of being notified.
Within 48 hour response time for issues classified as Medium priority.
Within 5 working day response time for issues classified as Low priority.
Definitions of support levels
High priority items include: System critical glitches where it could cause a you to suffer lack of operations – Any website outages, operational deficiencies and malfunctioning – emergency bugfixes
Medium priority items include: User error, customer support, CMS issues. All other normal business requirements, fixes and technical projects within a 48-72 hour’ window in order to maintain high levels of service delivery and website capability.
Low priority items include: Text changes, formatting and any cosmetic change not causing a functional problem.
Out of hours and Emergency Service
If a high priority request of a business-critical nature is received out of working hours, Ultimate will aim wherever possible to respond within 0 – 2 hours and the client will be advised of a timescale to rectify the situation.
If you have a support issue. Please complete the form below and we will get back to you within the timescales stated above.
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At Ultimate we believe new projects should be undertaken with great amount of consideration and vigilant planning and research. You can be assured everything we do, will be the best for you and your brand and not what is best for us!
