Our Client Support & Response Targets

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We categorise issues and requests into the following five types:

    • Business-Critical

    • Admin-Critical

    • High Priority Issues

    • Medium Priority Issues

    • Updates

All response time targets apply during our core working hours: Monday to Friday, 9am to 6pm (UK time). That said, we offer 24/7 support for infrastructure-related issues and often respond outside of standard hours.

We don’t use auto-replies; every response you receive is from a real person who has read and reviewed your message.

The response times below are our targets, but we’ll always strive to respond as quickly as possible.

Plus Pro Max
Business-Critical Within 24 hours Within 8 hours Within 4 hours (Highest priority – all hands on deck)
Admin-Critical Within 3 Business days Within 2 Business days 1 Business day
High Priority Issues Within 4 Business days Within 3 Business days 1 Business day
Medium Priority Issues Within 5 Business days Within 4 Business days 3 Business days
Updates (Start working on) Start within 7 business days Start within 5 Business days Start within 2 Business days

Why Max Clients Get Faster Turnaround

For Pressific Max clients, multiple developers are already familiar with your website’s structure, plugins, and history. That familiarity significantly speeds up issue handling, even more than bringing in a developer with high expertise but no context.

Business-Critical

These affect public-facing site availability or core business functionality:

    • Site offline or unreachable (e.g. 500 error, DNS/server failure)

    • Checkout not working / payment gateway failure

    • Site compromised or flagged for malware/phishing

    • SSL failure (expired, misconfigured, other errors)

    • Site loading extremely slowly or timing out

    • Database connection error visible to visitors

    • Hosting/server outage affecting site access

    • Contact forms not submitting or emails not sending

Admin-Critical

These prevent your team from managing the site:

    • Locked out of admin panel

    • Suspicious login or admin activity

    • Backend errors blocking access or editing

    • Updates causing admin-side crashes

    • Admin login/reset not working

    • Plugin/theme conflicts breaking the dashboard

High Priority Issues

These disrupt major functionality but don’t take the site offline:

    • Specific pages or sections not loading

    • Broken navigation/menu links

    • Plugin updates breaking part of the layout or features

    • Blog posts or product pages not displaying correctly

    • Visual errors affecting key landing or sales pages

    • Embedded services (e.g. booking tools) not loading

Medium Priority Issues

Important issues that affect usability or design, but don’t prevent key functions:

    • Styling/layout inconsistencies

    • Minor bugs on blog, archive, or non-core pages

    • Image display issues (alignment, sizing, gallery not loading)

    • Non-functional search/filter options

    • Broken links in non-essential areas

Updates

    • Minor issues, general tweaks, or nice-to-haves:

    • Text edits

    • Swapping out images or updating galleries

    • Adding new blog posts or pages.

    • Adjustments to spacing, colours, icons, etc.

    • Plugin suggestions or settings help

    • Questions about how to use WordPress or other tools