Support & Escalation
Last updated 4 September 2026All plans
What support you are entitled to, the response expectations at each severity, and the named path if the normal route is not resolving your problem.
01How to reach support
Chat and email, available around the clock, plus the help centre for self-service.
02Severity levels
How issues are classified, from a question through to a production outage.
03Response expectations
The target first-response time at each severity, per plan.
04Escalation, level one
When and how to escalate beyond the assigned agent, and what happens next.
05Escalation, level two
The named role the matter reaches if level one does not resolve it, and the timeframe.
06Escalation, final
The senior contact of last resort. A published path to a person, rather than a queue you resubmit into.
07What we ask from you
The information that lets us resolve things quickly — instance, steps to reproduce, and the business impact.