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For your compliance file · Support & escalation

Support and Escalation Process

When something needs attention, we want you to know exactly how to reach us, what happens next, and who’s handling it, with no guessing and no chasing.

How to Log a Support Request

All support requests should be logged through one of the following channels:

Channel Details Best For
Email hello@hostlogic.ie All requests. Automatically creates a ticket.

Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (Irish Time, UTC/UTC+1). Requests logged outside of these hours will be acknowledged at the start of the next business day. Critical issues detected by automated monitoring are escalated immediately, regardless of time.

What Happens When You Log a Request

Step 1: Acknowledgement

Every request receives an acknowledgement confirming it has been received and assigned a severity level. You’ll get a ticket reference number for tracking.

Step 2: Triage

Your request is triaged by our operations manager, who assesses the severity, assigns it to the right team member, and sets the response timeline based on the SLA.

Step 3: Investigation & Resolution

The assigned team member investigates and works toward resolution. For anything beyond a quick fix, you’ll receive progress updates so you’re never left wondering.

Step 4: Confirmation & Close

Once resolved, we confirm the fix with you and close the ticket. For critical issues (L1), a brief post-incident summary is provided.

Severity Levels & Response Times

Every request is assigned a severity level that determines response and resolution targets. These align with the HostLogic SLA.

Level Severity Examples Response Resolution Target
L1 Critical Site completely down, security breach, confirmed data loss 1 hour 4 hours
L2 High Checkout broken, contact forms failing, major performance degradation 2 hours 8 hours
L3 Medium Minor plugin conflict, non-critical visual bug, slow page load on one template 4 hours 24 hours
L4 Low General questions, upgrade enquiries, configuration advice 8 hours 48 hours

Response time refers to initial acknowledgement. Resolution target is the aim to have the issue resolved or a workaround in place. Complex issues may require longer. You’ll be kept informed throughout.

Escalation Path

If an issue isn’t resolved within the expected timeframe, or if the severity increases, the following escalation path applies:

Escalation Level Who When
First Response HostLogic Operations Manager All incoming requests are triaged and managed here.
Technical Escalation HostLogic Technical Lead Complex technical issues requiring deeper investigation or infrastructure-level access.
Management Escalation HostLogic Director Critical issues unresolved within SLA targets, repeated incidents, or any issue the Partner feels is not being handled adequately.

You can request a management escalation at any time by replying to your ticket or emailing support@hostlogic.ie with “Escalation” in the subject line.

What We Monitor Automatically

Not every issue needs to be reported by you. HostLogic continuously monitors all hosted sites for the following:

If our monitoring detects an issue, we act on it proactively, often before you or your clients notice anything. You’ll be notified of any action taken.

What Makes a Good Support Request

The more detail you include, the faster we can resolve it. When logging a request, it helps to include:

What’s Not Covered by Support

HostLogic support covers hosting infrastructure, performance, security, updates, and related technical issues. The following fall outside the scope of support and may be available as separate engagements:

If you’re unsure whether something falls within scope, log it anyway. We’ll let you know and point you in the right direction.

Document control: owned by Jack O’Connor, Managing Director. Reviewed 1 September 2026. Reviewed at least annually.