Uptime monitoring from the Command Centre
Every maintained site is watched by default, on either care plan.
CARE · MONITORING AND INCIDENTS
Monitoring and incidents, what 24/7 actually covers
Business hours run 10:00 to 19:00, support hours 09:00 to 20:00, both Gulf Standard Time (UTC+4). Critical incidents — the site down, a security incident, or payments or forms failing — are handled 24/7, on an active Assurance care plan. Fixed hours, kept distinct from an open-ended promise to "get back to you."
WHAT'S INCLUDED
Four parts of what 24/7 actually means
Watched by default, with a clear line on what qualifies as critical and which plan covers it around the clock.
24/7 critical incident line, on Assurance
Not limited to business hours. A site being down at 3am is still critical at 3am.
A clear line on what counts as critical
Site down, a security incident, or payments or forms broken. Content changes and feature requests go through support hours instead.
Published hours, not a vague promise
Business hours and support hours are fixed and published. A first-response time is not yet decided, and is not published as a placeholder number.
RESPONSE HOURS
Published hours, not a vague promise
Which days these hours run on, and a typical first-response time, are not yet fixed — nothing published here that has not been decided.
| Line | Hours |
|---|---|
| Business hours | 10:00–19:00, Gulf Standard Time (UTC+4) |
| Support hours | 09:00–20:00, Gulf Standard Time (UTC+4) |
| Critical incidents | 24/7, on an active Assurance care plan |
HOW IT'S PRICED
Part of care, not a separate line item
Included in a standard website's quarterly figure, or scoped with the wider care agreement for a platform.
Monitoring and incident response is included in what a standard care plan covers, billed as part of the same quarterly amount. Platforms and marketplaces are priced by agreement, the same way the rest of care is.
What a care plan costs
Around
STRAIGHT ANSWERS
Questions about monitoring and incidents
The ones that come up once a project is close to launch.
The site is down, a security incident, or payments or forms are failing — something a customer actually cannot use. A content typo or a request to change a headline is a normal support matter, handled in support hours rather than on the 24/7 critical line.
A first-response time is not yet published. What is fixed is which incidents qualify as critical and which plan covers 24/7 response for them — see below.
Included by default on either care plan, Watch or Assurance. All maintained sites are watched from the same Command Centre, so a problem is usually caught before a client notices it.
Monitoring is part of both care plans. 24/7 critical incident response specifically is an Assurance feature — see /care/plans/ for what each plan covers.
Building something new? Care is scoped once the build is.
There is no need to decide on a care plan before a project starts. We revisit it at handover, once you know what you actually built.
Monitoring and incidents sits alongside care plans and managed hosting as the three parts of what keeps a site running after launch.