Response times
No inflated promises: these are the times we can actually keep, and how we handle a request from the first message to the final report.
Triage: how we classify requests
Every request gets a priority at pickup, on a P1-to-P4 scale based on how much it affects your service. The times below are pickup times - the first response and the start of work - not resolution, which depends on how complex the problem is. If our monitoring or your details show the situation is worse than it looked, the priority goes up - never down without telling you.
Production down or severely compromised: site or service offline, data loss in progress, active security incident.
Pickup within 1 working hour
Serious degradation or imminent risk: collapsed performance, intermittent errors, failed backups, disk space running out.
Pickup by the next working day
Issues without immediate production impact: non-blocking bugs, anomalies to investigate, small changes.
Pickup within 5 working days
Plannable work: updates, migrations, new projects, quotes and consulting.
Pickup within 7 working days, work scheduled together
What falls under each priority
Concrete examples so we understand each other quickly. The final call happens at triage: when in doubt, the real impact on your service prevails.
P1 - Critical
- Site, e-commerce or service completely unreachable
- Widespread server errors (500/502/503)
- Ongoing attack or compromised server
- Data loss or corruption in progress
- Company email completely down: the server neither sends nor receives
P2 - High
- Very slow site or checkout failing intermittently
- Intermittent errors on important features
- Failed or unverifiable backups
- Disk space running out or stuck mail queues
- Email in spam or sending IP on a blacklist: deliverability to fix, but delisting is not immediate
- Critical vulnerability needing a quick fix
P3 - Normal
- Non-blocking bugs and anomalies to investigate
- DNS configuration, mailboxes and subdomains
- Access and credential recovery
- Small configuration or content changes
- Routine updates of CMS, plugins and packages
P4 - Planned
- New projects and feature development
- Planned migrations and provider changes
- Performance optimisation and tuning
- Hardening and security audits
- Quotes, consulting and evolutionary work
Coverage hours and out-of-hours work
Pickup times apply during our coverage hours, Mon-Fri 10:00-18:00 (public holidays excluded). The clock stops in the evening, at weekends and on holidays and resumes at the next opening: a request arriving out of hours starts from the first available working moment. In practice, without an active on-call plan, a P1 arriving on Friday evening is picked up on the next working day.
Standard coverage
Mon-Fri, 10:00-18:00, holidays excluded. This is the window in which the pickup times above apply.
On-call retainer
With a monthly plan (weekends, weekday evenings & nights, or full coverage), P1 emergencies get guaranteed pickup within 1 hour even out of hours, with a direct emergency number and monitoring. Public holidays are covered by the full plan only. Limited seats: the retainer pays for availability, the work itself is billed separately.
How on-call works →Out of hours without a plan
Without an on-call plan, out-of-hours work is best effort: no guaranteed time, the realistic expectation is the next opening - a Friday-evening P1 starts on Monday at 10:00. If we are already up on another emergency we might look at it, but you cannot demand it. Night or holiday work planned at least 20 days ahead remains available to everyone, at the surcharged rate of the band.
Surcharges →Clients on ongoing management
Priority pickup at equal priority level. Monitoring and alerts often let us intervene before the problem becomes visible.
How we handle a request
01Triage & pickup
We confirm we received the request, assign it a priority and immediately ask for what we need to get to work.
02Diagnosis & estimate
We frame the problem and tell you what we will do, how long it takes and what it costs - before touching anything.
03Intervention & report
We do the work and close with a readable report: what we did, why, and what to keep an eye on.
Need different coverage?
These times are good-faith operational commitments, not contractual guarantees: they reflect what we can actually keep. If your business needs tighter windows, out-of-hours coverage or service levels with defined penalties, get in touch: we look at your case and define a tailored SLA together, formalised in a management contract or a dedicated on-call plan.
Got a problem right now?
Write to us: we reply within one working day, sooner if it is an emergency.
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