Please note that support tickets are categorised as follows:
URGENT – Website is completely down. Customers are unable to access the website.
HIGH – Business critical functions on the website are not working. Significant impact or a severe downgrade of services. Slow page load times. Issues with payment gateways. Lead generation functions not working.
MEDIUM – Non-business critical issues. Minor impact. Most of the website is functioning properly.
LOW – Low Impact. Informational. Copy and content changes.
Our response times
URGENT support requests will be dealt with within one working day. HIGH severity support requests two working days. MEDIUM/LOW severity support requests five working days.
Priority Pixels office hours are 9am to 5pm Monday to Friday excluding bank holidays. Out-of-hours support is provided for clients with a Service Level Agreement in place. If you do not have a Service Level Agreement in place with us please contact us for more information.