How quickly should a web partner respond to urgent site issues?

When it comes to urgent site issues, response time is everything. At Clear Digital, we understand that downtime can disrupt operations, harm your brand reputation, and frustrate both customers and internal teams—which is why we’ve built clearly defined response times into our website maintenance and support services.

For our standard support subscription plans, response times vary based on your service tier. Our Plus and Premium plan members receive a guaranteed one business day ticket response, while Basic plan members can count on two business day ticket responses. Work initiation follows quickly after, with Plus and Premium members seeing work begin within two business days, and Basic members within three business days.

Emergency Support When You Need It Most

We recognize that some situations can’t wait for standard response times. For truly urgent or emergency situations, we offer rush services at $300/hour, ensuring your critical issues get immediate attention when every minute counts. This emergency tier is designed specifically for those high-stakes moments when your site absolutely needs to be back online.

For enterprise clients with zero tolerance for downtime, our enterprise-grade support goes even further. We provide 24/7 website monitoring with real-time alerts and immediate response when something’s wrong. Our proactive monitoring tools—including Pingdom, NewRelic, and Uptime—continuously track your site’s performance, allowing us to detect and address potential issues before they impact your business.

The bottom line: a reliable web partner should offer transparent SLAs, fast response times that match the urgency of your issue, and proactive monitoring that catches problems before they become emergencies. We’re here to act as an extension of your team, ensuring your digital infrastructure stays secure, fast, and operational when it matters most.