Description
P1 Priority Support Service
Generally reserved for business-impairing or critical site issues, our P1 support offers paid-priority placement in our support queue. Once submitted, your request is immediately pager-escalated to our senior support team (24/7) who will
typically attend to your issue within minutes.
What’s Included
Immediate Escalation
Your request triggers an immediate pager alert to our senior engineering team — 24 hours a day, 7 days a week, including weekends and public holidays.
Priority Queue
P1 requests are handled before all standard support tickets. Your issue jumps to the front of the queue for immediate attention.
30 Minutes Included
Cost includes the first 30 minutes of P1 support. Additional time is calculated in 15-minute increments and charged upon completion.
Minutes-Not-Hours Response
P1 issues are typically attended to within minutes of submission — not hours or days like commodity hosting providers.
Important Information
- ! Stay Available: Please remain contactable for the duration of the P1 support request to minimise support charges due to
waiting on client response. - ! Domain Name Required: Please ensure the correct spelling of the domain name related to your support request, or enter your
existing ticket number (e.g. BLHxxxxx) to link this to your original ticket.
When to Use P1 Support
- ✓ Website is completely down or
inaccessible - ✓ eCommerce store unable to process
orders - ✓ Security breach or active malware
infection - ✓ Email delivery failure affecting
business operations - ✓ DNS or SSL issues causing service
interruption
Note: Business Class and First Class hosting plans already include Priority Support as standard. This service is available as an add-on for Essentials plan
clients or as a one-off escalation for any hosting client.
