Service levels
Response times we publish, and honour
Every plan includes human support, measured in business hours. If a response is late, the ticket escalates automatically — you see each step inside it.
The table
Four severities, three plans
Business hours are Monday to Friday, 09:00–18:00 CET. Every clock below stops outside them, and starts again the next business morning.
| Severity | Example | Core | Complete | Custom client |
|---|---|---|---|---|
| S1 · System unavailable | Cannot sign in, workspace down | 4 business hours | 2 business hours | 2 business hours |
| S2 · Module blocking | Bookings fail, orders stuck | 8 business hours | 4 business hours | 4 business hours |
| S3 · Question / how-to | Setup help, report question | Next business day | 8 business hours | 8 business hours |
| S4 · Feature request | Idea or change suggestion | 5 business days | 5 business days | 5 business days |
Response means a human reply with either an answer or a named next step — not an automated receipt. Resolution time depends on the cause, and we say so rather than quoting a number we cannot hold to.
How a ticket moves
Three stages, visible inside the ticket
Support is staffed by the same team that builds the software, so the person reading the ticket can read the code behind it. That removes the usual first-line script and the second hand-off.
- 1 · File it from inside the workspace or by email — a ticket number comes back immediately.
- 2 · Triage against the table above, with the severity confirmed in writing, not assumed.
- 3 · Escalate automatically: support → development lead → operations manager, with each step logged.
Behind the SLA
What keeps the service up
Response times only matter if the platform stays reachable. These are the defaults behind the uptime target.
Uptime target 99.9%
Measured monthly, with incidents and duration listed in the status notes sent to affected workspaces.
Nightly backups
Encrypted, held in a second UK zone, with point-in-time recovery for the last 30 days.
Two-factor sign-in
Available on every plan, with per-seat roles for admin, manager and read-only users.
Need help right now?
Write to support@livedoohsub.com or call +44 7567 724238 — include the workspace name for the fastest route.