Emergency at Semantic

Let's get it sorted...

First things first, if you have a genuine emergency we’ll do our best to help. We'll be glad that you asked us. Just remember, that emergency (out-of-hours) support is offered on a best efforts basis unless you specifically have a Semantic "Out-of-Hours" contract.

Initial checks

We still get the occasional Emergency email where the problem is not with the website as such. Before you email, it's worth checking the following:

• If a site isn't responding then we'd be alerted, but we normally give it a few minutes to see if it's just restarting.
• If the problem relates to an external service or API then be sure to check with that supplier too.
• Check the Azure Status Page for known (that's where most of our clients host their sites). These are typically out of our control, but we'd be monitoring this.

If you have a genuine ‘out-of-hours’ emergency (e.g. major serious bug or technical hack) email us -

Email emergency@semantic.co.uk

Should you email?

Please only email in genuine emergencies and we will do our best to help with basic troubleshooting.  Additional hours may be chargeable, but we'd alert you of this if needed.

If you aren't sure it's an Emergency then please just send a normal support request to support@semantic.co.uk - and we'll reply quickly in business hours.

Either way we know you'll make the right call - thanks for understanding.

Normal business hours

We provide support during normal working hours, 9AM to 5PM (BST), Monday – Friday (excluding Bank Holidays in England and our Christmas Break).

• Email support@semantic.co.uk for the fastest response
• Call +44(0)2380 111 550 

Exceptions

In exceptional cases the entire team may be out of the office on a particular day (e.g. attending a conference). In these circumstances we provide a minimum of two week’s notice to clients in our support email footer.  We also make sure we have measures in place to respond in the case of an emergency (e.g. laptops and mobile hotspots).