Support policy
When a person is there, and what happens when they are not.
We are a small team. Rather than promise round the clock engineers, this page says exactly when a person is available, how fast we respond, and what our automated systems do the rest of the time.
Last updated
Support hours
| What | When | Who |
|---|---|---|
| Tickets, questions and changes | Monday to Friday, 08:00 to 18:00 UK time | Engineers |
| Critical incidents | Every day, 07:00 to 23:00 UK time | An engineer, responding within 1 hour |
| Monitoring and automated recovery | All the time | Automated systems |
| Everything else outside business hours | Picked up the next business day | Engineers |
UK bank holidays count as non-business days. Critical incident cover from 07:00 to 23:00 continues on bank holidays and weekends.
Priorities and response targets
| Priority | Meaning | First response target |
|---|---|---|
| Critical | A service we manage is down or data is at risk, and there is no workaround. | Within 1 hour, 07:00 to 23:00 every day |
| High | A service is badly degraded, or an important function has failed. | Within 4 business hours |
| Normal | Questions, changes and problems with a workaround. | Within 1 business day |
| Low | Requests that are not time sensitive. | Within 2 business days |
A response means an engineer has read the ticket and replied with what happens next. It is not a promise that the problem is fixed within that time. Critical incidents raised between 23:00 and 07:00 are handled by automated recovery first and picked up by an engineer from 07:00.
What runs automatically
- Monitoring checks your managed services all the time and raises an alert when something fails.
- Automated recovery tries safe fixes first, such as restarting a stopped service or freeing disk space taken by temporary files.
- Automated tools may only perform actions from an approved list that can be undone. Anything else waits for an engineer.
- Every automated action is recorded so an engineer can see what happened and when.
How to reach us
- Customers: raise a ticket from your panel and choose the priority. This is the fastest route and keeps a written record.
- Email: support@wharfcloud.co.uk. We handle emailed requests at Normal priority.
- Not yet a customer: use the contact form.
What this policy covers
This policy covers the services we manage for you: managed servers, Managed AWS operations, Private AI servers and the WharfCloud panel. For hourly GPU, we support the platform (confirming requests, starting, stopping, billing, access) but not the software you run on it. One-off reviews and assessments follow the schedule agreed at kick-off.
This page describes support hours and response targets. It is not an uptime guarantee and does not create service credits. Our terms set out the contractual position.