Support response times vary by package to reflect how critical your website is to daily operations and revenue. Each Web Care Package includes a defined response level so expectations are clear and support is prioritised appropriately.
Essentials includes next‑business‑day support and is suited to businesses where the website plays an important but not mission‑critical role. Requests are queued and addressed promptly within standard business hours.
Growth includes same‑business‑day support. This level is designed for businesses that rely on their website for regular enquiries, updates, and customer interaction. Same‑business‑day support ensures issues and requests are handled without unnecessary delays during the working week.
Performance Care also includes priority support, with a four‑hour service level agreement for critical issues. This package is intended for businesses where website availability, form functionality, and performance directly affect revenue, lead flow, or reputation. Critical issues are actioned quickly, with clear communication throughout the resolution process.
Response time refers to acknowledgement and commencement of work, not just an automated reply. The ICT Shak focuses on practical action and transparent communication so you understand what is happening and when to expect resolution.
This tiered support model allows businesses to select a level of responsiveness that aligns with their operational risk and reliance on their website.
