Support
We’re happy to assist with any issues covered under our support services.
For common display issues, we always recommend clearing your cache and refreshing your browser to see the latest version of your website. You can find more details on clearing your cache here.
What Our Support Covers
URGENT – Website Down
The website is completely offline or inaccessible. Immediate action required.
Examples: Website down, hacked site, SSL expired.
Response Time: 1 working day
HIGH – Business Disruption
Core business functions are affected, but the website is still accessible.
Examples: Payment gateway failure, lead generation forms not working, severe performance issues.
Response Time: 2 working days
MEDIUM – Functional Issues
The website is operational but has noticeable technical problems.
Examples: Plugin conflicts, broken pages, layout bugs that affect usability.
Response Time: 5 working days
What Our Support Does Not Cover
❌ New website features or functionality requests.
❌ Training on how to use WordPress, plugins or third-party tools.
❌ Marketing services such as SEO, content strategy or design work.
❌ Fixing issues caused by third-party updates or changes outside our hosting environment.
If your request falls outside our support remit, we’ll be happy to discuss the best approach to help, whether that’s a separate development quote or guidance on next steps.
Priority Pixels office hours are 9am till 5pm Monday to Friday excluding bank holidays.
What we do
Priority Pixels is a B2B Marketing Agency providing digital solutions that deliver. Our approach combines cutting-edge design, data-driven marketing and seamless technology integration to help support your business or organisation’s goals. Every decision we make is grounded in strategy, whether it’s building high-performance websites, optimising your SEO, paid media, or connecting your digital tools to improve efficiency and reporting.
We don’t believe in one-size-fits-all. Providing tailored services that align with your goals ensures your digital presence works harder, scales faster and delivers real results.
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