Support Policy & Service Levels
What AI1Host support covers, how requests are prioritised and the service targets customers can reasonably expect.
1. Scope of standard support
Standard support covers reasonable assistance with:
- Availability or faults affecting the AI1Host platform.
- Account access, service activation and basic platform configuration.
- Billing and renewal queries concerning AI1Host services.
- Security and abuse reports connected with an AI1Host account.
2. Support channels
Email or ticket support is the primary route because it preserves technical detail, attachments and a reliable history. Use
3. Support hours
Standard requests are handled during normal UK business hours, Monday to Friday excluding public holidays. Major platform incidents may be investigated outside those hours where reasonably necessary. This does not create a contractual 24/7 staffed support commitment.
4. Priority definitions
- P1 — Critical: widespread platform outage or severe impact making a core service unavailable to multiple customers.
- P2 — High: substantial degradation or a major feature unavailable to one customer, with no reasonable workaround.
- P3 — Normal: ordinary faults, configuration guidance and service questions.
- P4 — Low: minor, cosmetic or informational requests.
We may change a priority where the evidence and service impact do not match the category selected.
5. Initial response targets
| Priority | Initial response target |
|---|---|
| P1 — Critical | Within 6 hours |
| P2 — High | Within 1 business day |
| P3 — Normal | Within 3 business days |
| P4 — Low | Within 5 business days |
These are service targets, not guaranteed resolution times. “Initial response” means the request has been reviewed by a person, not that an autoresponder has achieved sentience.
6. Service availability target
Where stated for the relevant service, AI1Host targets 99.9% monthly platform availability, excluding permitted exclusions such as planned maintenance, customer-controlled systems, third-party networks, force majeure, abuse mitigation and suspension under the agreement. This target is not a service-credit guarantee unless a separate written agreement expressly says so.
7. Maintenance and incidents
Planned or emergency maintenance may temporarily affect availability. We aim to minimise disruption and provide notice where reasonably practical. During an incident, restoration and risk reduction take priority over individual progress updates.
8. Customer responsibilities
- Keep software, credentials and contact details current and secure.
- Maintain appropriate independent copies of important content and data.
- Provide the affected domain or service, timestamps, error messages, screenshots and reproduction steps.
- Cooperate with reasonable troubleshooting and comply with the Acceptable Use Policy.
9. Work not included
Unless purchased separately, standard support does not include website design, content editing, custom development, code debugging, third-party extension support, search optimisation, malware clean-up, migration work, training or ongoing administration. We may offer such work separately or refer you to a suitable provider.
10. Fair and respectful use
Support is provided on a reasonable-use basis. Repeated, abusive or unusually time-intensive requests may be limited, moved to paid work or require a more suitable plan. Threatening, discriminatory or abusive conduct towards staff is not accepted.
11. Changes to this policy
We may revise channels, targets or scope as services develop. Material changes will apply from publication unless another date is stated.
Contact
Questions about this policy can be sent to