Our response targets and what the priorities mean
Updated 8 November 2026 · How we work
The response times we hold ourselves to on a managed plan, by priority, and how we report against them.
Priorities
| Priority | What it looks like | We respond within |
|---|---|---|
| Emergency | The business cannot operate and there is no workaround: nobody can sign in, ransomware, a site-wide outage. | 1 hour, around the clock (managed plan) |
| High | Several people are blocked, or one person cannot do the main part of their job. | 4 working hours |
| Normal | One person is slowed down, a question, a change request, a new starter. | 1 working day |
| Planned | Projects, upgrades and anything with a date already agreed. | As scheduled |
"Respond" means a person has looked at the request and told you what happens next, not an automatic acknowledgement. Fix times depend on the problem, and we tell you our estimate as soon as we have one.
Reporting
Your monthly report lists every request, its priority, when it came in, when we responded and when it was closed, with any targets we missed called out and explained. If the same problem keeps coming back, the report says what we are doing about the cause.
Working hours
Monday to Friday, 8 am to 6 pm Pacific, excluding statutory holidays. Emergency cover outside those hours is part of the managed plan; other after-hours work is agreed in advance at the after-hours rate in your agreement.
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