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 down, hacked site, SSL expired.
Resolution Time: 1 working day
HIGH – Business Disruption
Core business functions are affected, but the website is still accessible.
Examples: Payment gateway failure, lead generation forms not working, severe performance issues.
Resolution Time: 2 working days
MEDIUM – Functional Issues
The website is operational but has noticeable technical problems.
Examples: Plugin conflicts, broken pages, layout bugs that affect usability.
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.
Priority Pixels office hours are 9am till 5pm Monday to Friday excluding bank holidays.
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