A reply within one business day
When a site is down, every hour of silence genuinely hurts: customers hit a dead site and go to a competitor, and you have no idea whether anyone has picked up the case. That is why we treat response time as a concrete commitment, not a nice-to-have. We reply to a request usually within a few hours, and at the latest the next business day, so you know as soon as possible that the case has started moving and what comes next. A person who can assess the problem answers, not an automated system bouncing you from one form to another.
In brief
- We usually reply within a few hours.
- The next business day at the latest, that is the ceiling.
- A real person answers, not an autoresponder.
- Outages that block a site or shop get priority.
What it means in practice
A real person, not an autoresponder
A person who can assess the problem and say what comes next answers your request, not a bot with a queue number.
The next business day at the latest
That is the ceiling of our commitment, not the standard. In practice we usually respond much faster.
Priority for outages
"Right now" cases, like a down shop or a broken site, are taken on first.
A clear next step
In our reply you do not get "request received", but an initial assessment and what we are doing next.
What you get
- Certainty that your request was seen and has started.
- A faster response to outages that cost money.
- Contact with a person who understands the problem, not a ticket queue.
- No feeling that you sent a request into a void.
Got a problem with your site? Write to us.
Describe what is happening and we will get back to you with an assessment and a free quote, usually the same business day.
Get in touch, free quote →Frequently asked questions
Do you reply on weekends?
We count the response commitment in business days. For serious outages we try to react faster, including outside standard hours, but the guaranteed time applies to business days.
What if it is really urgent?
Flag it in the request and describe what is happening. Outages that block a site or shop are treated as a priority.
Does "a reply" mean an immediate repair?
Not always. First you get a quick assessment and a plan, so you know where you stand. We start the repair after the quote and your go-ahead, and for urgent outages that happens as soon as possible.