The HappyPress network has been designed to be fault-tollerant, and scalable, so service disruptions are unlikely.
SMILE considers a normal operation day to take place between 9am-5pm GMT, Monday-Friday. We are closed outside of these hours.
SMILE also observes UK National Holidays, and each year we take an all-company break at the end of the year. We account for some additional days throughout the year where we may be unable to answer service desk requests. During these times, our service desk will not respond to your requests.
Overall, you can expect no more than 20 working days per year where our service desk is not available for responses. During these times, SLA timers are paused.
You can continue to open service desk requests during a closure, but we assure you that the HappyPress network is monitored 24/7 and resulting alerts remain in place throughout closures. Limited staff will receive these alerts, and will intervene in the event of a significant service disruption.
What to expect
We will inform you ahead of any planned closure that is not a UK National Holiday. This will be either via the Dashboard live chat widget, or an email (if you have subscribed to support service updates).
Critical issues that affect your website uptime are continually monitored. If your website is down, and it is not your fault, we will do our best to return service as quick as possible. Our response times may be a little slower than usual, as we may not be immediately at our desks.
Non-critical requests will not be responded to during closures. This includes (but is not limited to):
- Support with content creation
- Training requests
- Issues with how your website looks
- Issues with how your website functions
Who to contact?
You should continue to open service desk requests via our dedicated forms. It might be tempting to email a member of staff personally, but our form gets the request to the right person faster, and makes sure that our staff can get the rest that they deserve.
What else can I do?
SMILE offers different levels of support. We offer 9am-5pm support as a standard excluding the closures outlined above.
You can purchase enhanced support add-ons for your HappyPress subscription:
- 8am-6pm Support (subject to closures)
- 24/7 Support
- 24/7 365 Support (always available)
Please contact us if you would like to know more about pricing for these add-ons.