Support

Clear support routes for websites, apps, software, marketing, products, and Pausier Safety.

Support hours are agreed by package or contract. Requests are reviewed, classified, and handled according to scope, urgency, and available support hours.

Support request types

Broken website pages or forms
App or portal issues
Bug reports and release support
Marketing and campaign tasks
Analytics and reporting questions
Pausier Safety sessions or checklists

S1 Critical

A business-critical digital service appears to be down or seriously affected.

Website unavailable
Checkout unable to take payments
Major access issue
Urgent issue affecting many users

Typical handling: Review as the highest priority during agreed support hours or emergency scope where available.

S2 High

A major feature is broken and affecting normal work.

Contact forms not sending
Login issues
Booking issues
Key user journey failing
Important integration not working as expected

Typical handling: Review promptly within agreed support hours and prioritise against other active requests.

S3 Medium

An issue is causing inconvenience but has a workaround or is not business-critical.

Page display issue
Non-critical bug
Content error
Minor integration problem
Analytics or reporting question

Typical handling: Add to the agreed support queue and handle within package scope, priority, and available hours.

S4 Low

A minor request, planned update, or advice question.

Text change
Image swap
Advice request
Small content update
Routine question

Typical handling: Handle as a routine request within agreed support hours and package scope.

London on-site support may be available by agreement for training, onboarding, maintenance sessions, or Pausier Safety workshops. On-site work is scoped and priced before booking.