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What you can hold us to: response times, uptime targets, support hours and escalation. Exact terms are set per agreement. These are our standard baselines.
Every ticket is triaged to a priority with a committed response.
| Priority | Definition | Response | Onsite |
|---|---|---|---|
| P1 · Critical | Service down, business stopped | 15 min | < 1 hour |
| P2 · High | Major impairment, workaround exists | 1 hour | Same day |
| P3 · Medium | Limited impact, single user/function | 4 hours | Next business day |
| P4 · Low | Request, query or scheduled change | 1 business day | Scheduled |
Rolling 12 months across our monitored websites & servers, measured by Uptime Kuma rather than estimated. The targets above are what we commit to in writing; this is what the monitoring recorded.
As of July 2026
Tell us what you run and how critical it is. We'll put concrete numbers and credits in writing.