Support policy
Hours, response targets and escalation path.
Effective 2026-05-15.
Support hours
Monday to Friday, 09:00–17:00 UK time, excluding UK public holidays. Out-of-hours mail is read on the next business morning.
Response targets
Starter tier: best-effort, within two business days. Professional tier: within one business day. White-label / custom tier: within four business hours during support hours. These are response targets, not resolution times.
Severity definitions
P1 (production down, all users affected): we will work continuous until resolved or a workaround is in place. P2 (major feature broken, workaround available): handled within target on the next business day. P3 (cosmetic / minor): scheduled into the normal release cadence.
How to raise a ticket
Email info@jonnyai.co.uk with the affected URL, account email and a clear description of expected vs actual. Screenshots help. We acknowledge every email within target.
What's out of scope
Bespoke training (chargeable as a separate engagement), help with regulatory interpretation (we are not a compliance advisor), recovery of data deleted outside the published retention window.