Support Portal
We’re happy to assist with any issues covered under our support services.
For common display issues, we always recommend clearing your cache and refreshing your browser to see the latest version of your website. You can find more details on clearing your cache here.
What Our Support Covers
URGENT – Website Down
The website is completely offline or inaccessible. Immediate action required.
Examples: Website completely down, security or certificate warning, site hacked, customers cannot pay by any method.
Resolution Time: 1 working day
HIGH – Business Disruption
Core business functions are affected, but the website is still accessible.
Examples: One payment method failing, enquiry or lead forms not working, navigation or menus broken, pages taking over ten seconds to load.
Resolution Time: 2 working days
MEDIUM – Functional Issues
The website is operational but has noticeable technical problems.
Examples: Plugin errors, broken pages, layout problems, site slower than usual.
Resolution Time: 5 working days
What Our Support Does Not Cover
- New website features or functionality requests.
- Training on how to use WordPress, plugins or third-party tools.
- Marketing services such as SEO, content strategy or design work.
- Fixing issues caused by third-party updates or changes outside our hosting environment.
If your request falls outside our support remit, we’ll be happy to discuss the best approach to help, whether that’s a separate development quote or guidance on next steps.
Office hours
Priority Pixels office hours are 9am till 5pm Monday to Friday excluding bank holidays.
Submit a Support Request
This form is for existing Priority Pixels maintenance and security clients. If you are not yet a client, or you want to talk about a new project, email hello@prioritypixels.co.uk.
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