Support & Service Levels You Can Understand.
We offer structured support for websites, web apps, and integrations. Our process is built on clear communication channels, defined response targets, and realistic expectations—so you are never left guessing.
How Support Works at Alison Prime
We utilize a centralized ticketing and email system to ensure every request is tracked, prioritized, and resolved efficiently. Our support model is designed specifically for clients on active maintenance retainers and those with ongoing development projects, ensuring your infrastructure has a dedicated safety net.
Support Channels & Hours
Primary Channel
We manage all requests through a centralized ticketing system to ensure nothing gets lost. Please direct all inquiries to our main support email:
support@alisonprime.com
Business Hours
Our team typically operates Monday through Friday during core business hours (e.g., 9:00 AM – 5:00 PM in your designated time zone). Specific hours may vary by engagement and are clarified in your service agreement.
Outside of Hours
Critical support outside of standard business hours is generally reserved for clients on specific maintenance retainers. Emergency requests may be subject to additional fees or specific prior agreements.
Response Targets by Severity
We prioritize issues based on their impact to your business. The following table outlines our standard target response times. Please note that these are targets, not absolute guarantees, and specifics may be adjusted in your individual contract.
Complete service outage or severe data loss. Business operations halted.
Website is offline (500 error), checkout is broken, data is corrupted.
Within 2-4 business hours
Every 4 business hours while open
Major feature broken or serious degradation, but workarounds exist.
Contact form failure, slow page loads (>5s), admin panel inaccessible.
Within 8 business hours
Daily while open
Non-critical bug or visible issue that does not block core business function.
Broken image link, layout misalignment on mobile, typo in content.
Within 24-48 business hours
Weekly or upon resolution
Minor cosmetic issues, small feature improvements, or general questions.
Color change request, adding a new blog category, general advice.
Within 3-5 business days
Upon scheduled completion
What We Cover Under Support & What We Don’t
Typically In Scope
- Site outages, critical bugs, and major errors.
- Plugin, theme, and core software updates (when under maintenance plan).
- Routine performance and security checks within agreed scope.
- Small content edits or minor layout adjustments.
Typically Out of Scope
- Entire site redesigns or building substantial new features (these are projects).
- New complex integrations or large architectural changes.
- Vendor or platform outages outside our control (e.g., AWS or Shopify downtime).
- Legal, compliance, or privacy advice.
How We Handle Incidents & Requests
We follow a standardized workflow to ensure every ticket is handled consistently, from the moment it arrives in our inbox to the final confirmation of resolution.
1. Submit
You send a support ticket or email to our dedicated address with clear details of the issue.
2. Triage
We review the request, assign a severity level (Priority 1–4), and confirm our initial response target.
3. Investigate
Our team attempts to reproduce the issue, analyzes server logs, and checks configurations to find the root cause.
4. Resolve or Mitigate
We implement a fix in staging (if required), validate it, and deploy. If a full fix takes time, we provide a workaround.
5. Confirm & Document
We notify you of the resolution, ask for your confirmation, and document the incident for future reference.
- Clear description of the expected vs. actual behavior.
- Specific URLs where the issue is happening.
- Screenshots or screen recordings of the error.
- Time the issue was first noticed.
- Mention of any recent changes made by your team.
Your Role in Keeping Support Smooth.
Effective technical support is a partnership. To help us resolve your issues quickly and maintain high uptime, we rely on your team to stay engaged with the process. Here are the key responsibilities for our clients:
- Keeping your contact details and system access credentials up to date.
- Informing us in advance about planned major changes or marketing pushes on your side.
- Reporting incidents with clear details, screenshots, and steps to reproduce.
- Notifying us immediately when team members who had access leave your organization.
- Reviewing and approving critical updates or staging site changes in a timely manner.
“We’ll always do our best to collaborate and adjust, but setting expectations upfront keeps things predictable.”
Support FAQ
Common questions about our service levels and support policies.
Standard support operates during our business hours. True 24/7 coverage (nights, weekends, and holidays) is resource-intensive and is available only for specific Enterprise retainer agreements.
The times listed are targets based on typical workload. Strict financial guarantees (credits for missed SLAs) are not part of standard plans but can be negotiated as part of a custom Service Level Agreement.
Yes, provided we perform an initial technical audit first. We need to ensure the codebase is stable, secure, and accessible before we can commit to supporting it effectively.
Yes. You can adjust your maintenance tier at the start of any billing cycle. If you anticipate a busy season, you can upgrade temporarily to ensure faster response times.
Critical (Severity 1) issues are prioritized above all other work. For clients on maintenance retainers, we have specific alerting systems that bypass standard queues to ensure immediate triage.
Absolutely. If your organization has specific compliance, uptime, or reporting requirements, we can draft a custom agreement that reflects those needs.
We provide regular updates via our ticketing system so you have a written audit trail. For Severity 1 incidents, we may also use email blasts or phone calls to key stakeholders depending on your plan.
We prioritize email and ticketing systems because they allow for detailed tracking, screenshots, and logs. Phone support is typically reserved for scheduled consultations or critical emergencies to ensure our developers stay focused on solving problems.
Need a Support Setup That Matches Your Risk Level?
Tell us about your infrastructure and reliability needs. We can suggest a maintenance plan that provides the right level of coverage for your business.