Support Policy

Effective from 1st February 2020
This Support Policy accompanies the Terms of Service, available at and Service Level Agreement ("SLA"), available at

1. Support Hours. Support is provided 12 hours per day, 5 days per week. Standard support hours are Monday to Friday 08:00 - 20:00 BST/GMT but

2. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behaviour of the Service ("Incidents") by contacting us in the Service via the Live Messenger or via email at Customer will provide information and cooperation to us as reasonably required for us to provide Support. This includes, without limitation, providing the following information to us regarding the Incident:
     - Aspects of the Service that are unavailable or not functioning correctly
     - Incident's impact on users
     - Start time of Incident
     - List of steps to reproduce Incident
     - Relevant log files or data
     - Wording of any error message

3. Incident Response. Our Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.

Priority Level
Priority 1
Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.
Target Response Time
2 hours
Priority Level
Priority 2
Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.
Target Response Time
1 working day
Priority Level
Priority 3
Non-critical issue; no significant impact on performance of the Service but user experience may be affected.
Target Response Time
5 working days
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