Hours are working hours; those hours between 9:00 & 17:00 GMT Monday to Friday (excluding UK Bank Holidays). A response is, at minimum, an acknowledgement of your support request. While we endeavour to also resolve your support request within these times scales it is not always possible.
Phone support is within working hours.
Monthly hours expire after 30 days.
Magento Manager Plans have a min 3 month minimum duration, billed monthly in advance.
Magento Manager customers will require an ‘on-boarding’ process, which will take between 4-6 hours of your first months billing cycle.