Legal

Customer Communication Response Time Policy

Effective Date: November 2026 · Issued by Webxxs Services Ltd

At Webxxs Services Ltd, we are committed to delivering responsive, professional, and reliable customer service. This policy outlines our standards for responding to general email communications.

1. Clients: Tickets and Project Communication

If you have an active project or support plan with us, we reply to tickets raised in your client area, and to emails about your project, within one working day. Our working hours are Monday to Friday, 9am to 5:30pm UK time, excluding public holidays in England and Wales. Tickets raised outside those hours are picked up the next working day.

Tickets marked Urgent in the client area are looked at the same working day. You can also call us on +44 115 647 3819.

1a. General Email Response Times

We aim to respond to all general customer enquiries and email communications within a maximum of 3 business days from receipt. Business days are defined as Monday to Friday, excluding public holidays in England and Wales.

2. Scope of This Policy

The 3 business day response time in section 1a applies to:

• General customer enquiries
• Pre-sales questions
• Account-related communications
• Registrar or compliance-related communications

3. Urgent Matters

Where a matter requires urgent attention, customers should clearly state URGENT within the subject line of their email and provide relevant details. Urgent matters may include live website outages, domain or DNS emergencies, security concerns affecting active services, and time-sensitive business interruptions.

4. Response Method

Responses will be provided using the contact details supplied by the sender, usually via email unless another method has been agreed.

5. Our Commitment

Webxxs Services Ltd aims to exceed this standard wherever possible, with many enquiries responded to sooner than the stated maximum timeframe. We value clear communication and aim to keep all customers informed throughout any ongoing support request.

6. Contact Details

For all enquiries, please contact: contact@webxxs.com

7. Policy Review

This policy may be updated periodically to reflect changes in business operations, service levels, or regulatory requirements.