Service and support
Clear response times, a named contact and a platform that stays up when your event is on.
Support tiers and response times
| Priority | Example | First response | Resolution target |
|---|---|---|---|
| Priority 1 – service down | The platform or check-in is unavailable during a live event. | 30 minutes, 24/7 during live events | Workaround or fix within 4 hours |
| Priority 2 – major feature affected | Bookings or emails fail for one event. | 2 working hours | Fix within 1 working day |
| Priority 3 – minor issue | A report or page displays incorrectly. | 1 working day | Fix in the next scheduled release |
| Priority 4 – question or request | How-to questions and improvement ideas. | 2 working days | Answer or roadmap decision |
How to reach us
- Email support for all users, answered by our UK team.
- Phone support for organisation administrators, with a named account manager and an emergency number for live events.
- Online chat in working hours (09:00–17:30 UK time, Monday to Friday).
- A help centre with guides and answers to common questions.
Availability
- We commit to at least 99.9% monthly availability, measured outside announced maintenance.
- The service is fully software as a service: we host, monitor, patch and scale it for you.
Updates and release notes
- Updates are deployed without downtime, so events and bookings carry on as normal.
- We give at least 10 working days’ notice of any change that affects how your team works.
- Release notes are published for every update on the release notes page and emailed to administrators.
Sandbox
- Each customer can have a separate sandbox to try new features, emails and booking journeys with test data before going live.
Backup and recovery
- Data is backed up continuously with point-in-time recovery.
- Recovery point objective (RPO): 15 minutes. Recovery time objective (RTO): 4 hours.
- Recovery is tested at least twice a year.
Email deliverability
- Sending domains are authenticated with SPF, DKIM and DMARC.
- Bounces and spam complaints are tracked for every email, and we review deliverability and blocklist status monthly with each customer.
- Seed tests to common inboxes, including Microsoft 365, run before large sends.
Where your data lives
- Data is stored and processed in the UK or EU only, and never transferred outside without your agreement.