Customer Services Guide and SLA

We aim to treat our customers how we like to be treated ourselves. With us, you shouldn’t ever feel like “just a number”. We recognise that you have chosen to trust us with your business and that’s why we’ve set out a number of key commitments to you:

Response Times

  • Whether you are contacting us with a question or support request, you should expect an acknowledgement of your communication within 1 business day.
  • We’ll endeavour to give you a timeframe by which time your request will be actioned, and a named contact who’ll be assigned to your request. Unless you’re on a premium service plan, for most requests, you can expect us to have the answer (or your problem solved) within 2 business days.
  • Where it’s more complicated, you’ll receive a date by which we hope to have the problem solved within 2 business days.
  • We’ll keep you informed if we anticipate any delays to this timeframe.

Our Business Hours

Unless you are on a premium service plan, when we say “business days”, it’s between these operating hours:

Mon-Fri: 0830 – 1730 (UK Time)

This excludes all public and bank holidays. So if you send us a request on Friday morning, you should have an acknowledgement the same day, and at least an answer (or your problem solved) by Monday afternoon.