Jellyhound Support Status

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 holidays 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

Dates:
9/9/24 – 16/9/24

Support SLA Response Time

*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

Reduced Support Capacity: What does it mean?

“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 fewer 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 Overtime

Support time is time we spend communicating, fixing, problem-solving or making changes to your site. If support time is included in your website care plan, it does not roll over each month. You can track remaining time and view the full details of all the tickets we processed for you by logging into our support portal here: https://jellyhound.teamwork.com/support

You will be notified when you have no more support time available as part of your care plan in any given month. In this instance and if you request more support time for that month an overtime cost will be incurred. We are responsible for advising you if any work we undergo will incur a charge so that you can sign off on it appropriately.

Our support and maintenance are paid by direct debit, and all invoices are paid by direct debit with 7-day terms. Please find the following price information below:

Support Costs

Hourly Rates:

Support Overtime	£85 per hour + VAT
Project Development	£85 per hour + VAT
Consultancy / Training	£145 per hour + VAT

Day Rates:

Support Overtime	£600 per day + VAT
Project Development	£600 per day + VAT
Consultancy / Training	£1000 per day + VAT

Having Issues with your 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