WebWarden Support Service Level Agreement (SLA)


At WebWarden, we’re committed to providing exceptional support to ensure your website runs smoothly. Our SLA outlines our commitment to you regarding response times for support tickets. We understand the importance of timely assistance and strive to address your concerns as quickly as possible.

Support Tiers:

  • Standard Response:
      • Response Time: Within 8 business hours.
      • Applicability: This tier applies to general inquiries and non-critical issues.
      • Out of Hours: For tickets logged outside of standard business hours (9 am-5 pm local time), responses may be provided by the next business day.
  • Priority Response:
      • Response Time: Within 4 business hours.
      • Applicability: This tier is for issues that impact website functionality but are not critical.
      • Out of Hours: For priority tickets logged after hours, we aim to respond within 6 business hours.
  • Urgent Response:
    • Response Time: Within 2 business hours.
    • Applicability: Reserved for critical issues affecting website operation or security.
    • Out of Hours: Urgent tickets logged after hours will be addressed within 4 hours.

Out of Hours Support:

Our standard business hours are Monday to Friday, 9 am to 5 pm. For tickets logged outside these hours, including weekends and public holidays, response times are extended as detailed above.

Ticket Logging:

To ensure efficient handling, all support requests must be logged through our official ticketing system at https://help.astroagency.uk. This allows us to track, prioritise, and respond to your issues effectively.

Commitment to Quality:

While we aim to adhere to the response times stated, these are targets and not guarantees. We prioritise urgent issues to minimise any potential impact on your business.

Feedback and Continuous Improvement:

Your feedback is crucial in refining our support process. Please feel free to share your experience or suggestions for improvement.