30-minute emergency response · 8:00-18:00 UK time
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Our response times, in writing

Every Zoho agency says they’re responsive. As far as we can find, none of them will put a number on it. Here are ours, with priorities defined, hours stated and a penalty we pay automatically if we miss the window.

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The response grid

PriorityWhat it looks likeFirst response
P1 - Emergency The business is stopped: CRM down for the team, invoicing dead, data loss in progress, integrations dropping live orders 30 minutes
P2 - Degraded Work is blocked but the business runs: a broken workflow, a failed sync, a report nobody can produce 2 working hours
P3 - Routine Questions, small changes, new fields, nice-to-haves 2 hours
New enquiries First contact from a prospective client 3 hours

All times apply during UK business hours, 8:00-18:00, Monday to Friday. Response means a senior developer has read your report and come back to you with what they found and what happens next. What you get in 30 minutes is a competent human on the problem.

The guarantee

If we fall short, it costs us, not you

30 minutes or the first hour is free

If a P1 report inside UK business hours waits more than 30 minutes for a human response, the first hour of that incident is free. Automatically applied, capped at one credit per incident.

No billable surprises

Nothing billable starts before you approve it in writing. Scope changes are agreed before they cost anything. The quote you sign is the quote you pay.

Assigned in 24 hours, or we say why

Standard projects get a developer within 24 hours of go-ahead. If we can’t meet that, you hear it from us first, with a new date we commit to.

These promises are mine to keep. If we ever miss one, I want to hear about it directly: hello@h4z.co.uk.
- Lewis Weldon, Founder & Lead Developer

How to get covered

The SLA applies to everyone who works with us. Emergencies from new clients are billed at the published emergency rate with a one-hour minimum. Support retainer clients get emergency cover included, P2 queue priority and proactive monthly checks that catch problems before they become P1s.

To raise an emergency right now, use the emergency page or email hello@h4z.co.uk with "ZOHO EMERGENCY" in the subject line.

Frequently asked questions

Does response time mean my problem is fixed in 30 minutes?

No. Anyone promising guaranteed fix times for a cloud platform is overselling. The 30 minutes is a senior developer reading your report and coming back with first findings and what we need to start. Many P1 issues are stabilised in the first session; complex ones get a timeline up front.

What happens if you miss the 30-minute window?

The first hour of that incident is free, automatically. No claim form, no argument. It’s capped at one credit per incident and applies during UK business hours, 8:00-18:00.

Do these SLAs apply to sales enquiries too?

Yes. New enquiries through the contact form get a reply within 3 hours during UK business hours. Slow first replies are the most common complaint about agencies, so we hold ourselves to the same standard on sales as on support.

What do retainer clients get that ad hoc clients don’t?

Emergency cover is included in every support retainer, so you don’t pay the emergency rate. P2 issues jump the queue ahead of ad hoc work and your monthly hours roll into proactive checks that stop P1s happening at all. Plans are on the pricing page.

What counts as outside UK business hours?

Anything before 8:00 or after 18:00 UK time, weekends and English bank holidays. Report the issue anyway: emergencies are triaged first thing the next working morning and the SLA clock starts then.

Talk to a Zoho expert

Book a free discovery consultation. We’ll scope the problem and have a developer on it within 24 hours - or within 30 minutes if it’s an emergency during UK business hours.

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