Our Client Support & Response Targets

We group website issues and requests into five priority levels:

  1. Business-Critical
  2. Admin-Critical
  3. High Priority Issues
  4. Medium Priority Issues
  5. Updates
Pressific - A member of staff working on customer's website

Response Times

All response time targets apply during our core working hours: Monday to Friday, 9 am to 6 pm (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 highly expert developer without context.

 

Business Critical

These affect public facing site availability or core business functionality:

  • Site offline or unreachable, for example 500 error, DNS failure, or server failure
  • Checkout not working or payment gateway failure
  • Site compromised or flagged for malware or phishing
  • SSL failure, expired, misconfigured, or other certificate errors
  • Site loading extremely slowly or timing out
  • Database connection error visible to visitors
  • Hosting or server outage affecting site access
  • Contact forms are not submitting, or emails are not sending

 

Admin Critical

These prevent your team from managing the site:

  • Locked out of the admin panel
  • Suspicious login or admin activity
  • Backend errors blocking access or editing
  • Updates causing admin side crashes
  • Admin login or reset not working
  • Plugin or theme conflicts breaking the dashboard

 

High Priority Issues

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

  • Specific pages or sections are not loading
  • Broken navigation or 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, for example booking tools, not loading

 

Medium Priority Issues

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

  • Styling or layout inconsistencies
  • Minor bugs on blog, archive, or non core pages
  • Image display issues, including alignment, sizing, or galleries not loading
  • Non functional search or filter options
  • Broken links in non essential areas

 

Updates and Small Requests

  • Minor issues, general tweaks, or nice to haves
  • Text edits
  • Swapping images or updating galleries
  • Adding new blog posts or pages
  • Adjustments to spacing, colours, icons, and similar details
  • Plugin suggestions or settings help
  • Questions about how to use WordPress or other tools

 

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