Web Wiz Support Tiers & Policy
We provide professional hosting support focused on fixing issues with our platform.
Support is NOT a free training service, consultancy, or website development help.
All support tickets must be submitted via the Support Portal.
We do not provide support via live chat, phone, email, or outside the portal.
1. Support Tiers Overview
| Tier |
Type |
Description |
Availability |
| 0 |
Self-Service |
Knowledge Bas, FAQs, Guides, Community Forums |
24/7 |
| 1 |
Basic / First-Level |
Password resets, account issues, basic troubleshooting |
Mon–Fri, 8 AM – 4 PM UK |
| 2 |
Technical / Second-Level |
In-depth troubleshooting, configuration, software issues |
Mon–Fri, 8 AM – 4 PM UK |
| 3 |
Expert / Senior Engineer |
Complex problems, performance, advanced server issues |
Mon–Fri, 8 AM – 4 PM UK |
2. Priority Levels – Shared Hosting Customers
| Priority Level |
Price (ex VAT) |
Target Response Time |
Included Time |
| Best Effort (Basic) |
Free |
24 to 48 Hours |
Up to 10 minutes |
| Normal Urgency |
$27.10 |
Same Business Day (Prioritised) |
Up to 20 minutes |
| Extreme Urgency |
$67.85 |
Same Business Day (Highest Priority) |
Up to 40 minutes |
3. Priority Levels – Dedicated Server, Managed Hosting, Hyper-V, and Colocation
High-tier plans include priority support and extended investigation time at no extra cost.
| Included Priority Level |
Target Response Time |
Included Time |
| Low Priority |
24 to 48 Hours |
Up to 20 minutes |
| Normal Urgency |
Same Business Day (Prioritised) |
Up to 20 minutes |
| Extreme Urgency |
Same Business Day (Highest Priority) |
Up to 20 minutes |
Note: The priority determines how quickly your ticket is addressed. If more time is required beyond the included limit, we will provide a quote before continuing at our Billable Support rate.
4. Out-of-Hours Emergency Support
| Service |
Price (ex VAT) |
Availability |
| Out-of-Hours Tier 3 Engineer |
$224.07
per hour |
Evenings, weekends & UK public holidays |
Minimum 1 hour charge. Must be booked in advance.
5. Scope of Support & Fair Use Policy
We will help with: Server, network, control panel, hosting platform, and data centre issues.
Billable Support Rate:
$88.23
+ VAT per hour (minimum 1 hour charge)
Support is provided subject to fair usage. Web Wiz may limit or close support tickets that are excessive, repetitive, or take unfair advantage of support resources. This includes:
- “Circular tickets” — where a solution has been provided but further assistance is repeatedly requested.
- Step-by-step walk-throughs or training.
- Educational / “how to” requests (e.g. teaching you how to migrate a site).
- Ongoing guidance or consultancy.
You will always be contacted for approval before any billable time is charged.
Important:
• Business Hours: All support is provided Mon–Fri, 8:00 AM – 4:00 PM UK time, excluding UK public holidays
• Payment: Required before any paid priority, billable support, or out-of-hours work is scheduled.
• Approval: You will always be contacted for approval before any billable time is charged. |
