Technical support
Support Status
Why?
Support Capacity
We’re a tight-knit team here at Jellyhound and since honesty and transparency are core to us as a company and everything we do, we created this page for you – our valued customers. Whilst we always strive to offer the highest quality WordPress support we can, our diligent support staff need a well-earned holiday from time to time. With that in mind, we’ve created this section to keep you informed about dates when we’ll be running on reduced support capacity. Our aim here is to set clear expectations for you, our customers, and our team.
Reduced Support Capacity: Dates
Date(s)
Please find the reduced capacity dates for December 2024 below:
|
Wednesday 4th |
|
Wednesday 11th |
|
Wednesday 18th |
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Friday 20th |
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Monday 23rd – Friday 27th |
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Monday 30th |
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Tuesday 31st |
What?
What does this mean for you?
“Reduced support capacity” refers to periods when some of our support staff are away, enjoying some well-deserved rest or celebrating the holiday season. During this time, our Support Service Agreement (SLA) may see slight changes. While you may have to wait a bit longer for us to resolve your support issues, rest assured that we remain committed to the following:
- Priority Issues will always be resolved promptly: Despite having less support staff available, we will ensure that high-priority issues are addressed quickly and effectively. Your website’s functionality remains our priority. Low-priority issues will be logged, tracked, and resolved upon our return to full capacity.
- Same Commitment to Excellence: Even with a leaner team, our dedication to top-notch support remains steadfast. You can continue to rely on us for any questions or issues relating to your website.
- We can be contacted the same as always: Whether you raise a ticket via email or give us a call, we will still be there to support you however we can (it just might take a tiny bit longer than usual).
Support SLA Response Times
| Category | Severity Level | Definition | Response Time |
|---|---|---|---|
| Technical | System Down | Site not accessible | Immediate |
| Technical | Urgent | Significant impact to users | Within 8 hours |
| Technical | Important | Any technical impact that negatively affects users | Within 24 hours |
| Technical | Standard | No Customer Impact but of high value to The Client | Within 48 hours |
| Administrative | Urgent | Could significantly impact member experience | Within 24 hours |
| Administrative | Standard | No impact to user experience | Within 48 hours |
| Administrative | Informational | Low priority, informational request | Within 48 hours |
Hosting Status
Issues with web hosting?
We’re always here to help you navigate through any hosting-related issues but if you need to check on the uptime of your provider we’ve got you covered.
Hosted with Jellyhound
Please check here. Please raise a ticket with us if you are experiencing any problems.
Hosted with Kinsta
Please check here.
Hosted with WPEngine
Please check here.
Hosted with another provider
Try googling the name of your hosting provider and the word status. For example “Godaddy status”.