1.Support channels
- Phone support — Monday to Friday, 8am–6pm BST (excluding UK public holidays).
- Email support — monitored 8am–10pm BST, seven days a week.
2.Response times
We commit to the following response times, measured from when a ticket is raised through an approved support channel:
- Critical — issues blocking production systems: 2-hour response.
- High severity — issues heavily impacting users: 1 working day response.
- Medium and low severity — issues somewhat impacting users: 2 working day response.
- Hosted Services Defect (as defined in the customer T&Cs) reported after acceptance: 48-hour response.
Where a defect or outage arises from third-party infrastructure outside Safe Space Technology's control (for example, an AWS region incident), response and resolution timelines follow the third-party provider's guidelines.
3.Escalation
All concerns are routed to your assigned Account Manager in the first instance. If an issue is not resolved within the set response time, it will be escalated to the Customer Success Director.
You may also request escalation of any issue to management at any time.
4.Security
All customer data is encrypted in transit and at rest. Support staff are bound by confidentiality obligations. Further detail on our security posture is on our Security page.
5.Capacity
- Unlimited support capacity within your agreed user licence numbers.
- Usage is limited to the purpose for which the software is provided.