Priority Support is a £25/month add-on for hosted clients who can't wait for a same-day reply.
Every Digital Fracture web design plan already includes direct email and ticket support from the developer who built your site - most enquiries get a reply the same working day. Priority Support is an optional £25/month upgrade for clients who want their tickets pulled to the front of the queue, faster turnaround on small fixes and content tweaks, and a guaranteed response window during business hours. It's aimed at hosted CMS, ecommerce, and portfolio clients whose site is business-critical - the ones who'd rather not wait an extra day when something needs adjusting before a campaign goes live.
Your support tickets jump ahead of the standard queue and are picked up first.
Guaranteed same business-day response on weekdays for any non-emergency request.
Tickets land with the person who built your site, never bounced through tiers.
Minor edits and tweaks within your monthly allowance turned around the same day where possible.
Add it on or remove it at any time - no separate contract on top of your plan.
One flat fee, one upgrade. There are no "Gold" or "Platinum" layers above this.
No setup fee · Cancel anytime
Available across all hosted web design plans.
Once Priority Support is on your plan, log every ticket through the support portal so it's tagged correctly and routed straight to the front of the queue. Tickets raised through the contact form or by email will still reach us, but the portal is what flags them as priority and starts the response-time clock - so it's the fastest path to a reply. The portal also keeps a tidy history of every request, response, and resolution attached to your account, which is useful when you need to look back at what changed and when.
Priority Support is built for hosted web design clients on our Personal, Small Business, or Ecommerce plans whose site genuinely matters to day-to-day trade - shops with live products, businesses running paid ads, and freelancers whose portfolio is the front door of their work. If your site is a low-traffic information page that rarely changes, the standard support included with your plan is almost certainly enough and the £25/month is wasted. We'd rather tell you that up front than upsell something you don't need. Priority Support also doesn't apply to repairs, plugin support, or one-off project work - those are handled through their own channels.
digitalfracture.co.uk
Session and security cookies. Required for the site to function.
Anonymous usage data to understand which tools are most useful.
Remembers your settings and choices between visits.