Stated explicitly, not implied — here is exactly what to expect once you're a client.
| Severity | Description | Response Target |
|---|---|---|
| P0 — Critical | Production down, data loss risk | Under 1 hour |
| P1 — High | Major feature broken, no workaround | Under 4 hours |
| P2 — Medium | Minor feature broken, workaround available | Under 1 business day |
| P3 — Low | Cosmetic issue, no functional impact | Under 3 business days |
Every new enquiry receives a personalised response within 1 business day.
Fixed-Price projects ship against dates stated explicitly in the signed proposal — tracked weekly.
30 days of no-cost bug fixes on any Fixed-Price deliverable, at no extra cost.
Support is provided during UK Business Hours (Mon–Fri, 9:00–17:00 UK time); there's no guaranteed after-hours or weekend coverage at this time.
Planned maintenance is notified at least 48 hours in advance, except for emergency security patches.
Every proposal includes the specific response times and milestones for your engagement. These targets are commitments we hold ourselves to — not guarantees tied to a refund or credit unless your proposal states otherwise. Urgent issues can be escalated any time to hello@stack46.com.
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