Service Level Agreement

Service Level Agreement

Last updated June 3, 2026

Basker is the primary support provider for your Basker-hosted website. This page sets out what our support covers, how quickly we aim to respond, and how to reach us. It applies platform-wide to every customer on a Basker subscription and forms part of the support commitments referenced in our Terms of Service.

Where a Basker website is themed or customised by a third-party partner, that partner remains responsible for their own theme and customisation work. Basker remains responsible for the underlying platform: hosting, infrastructure, the CMS software, uptime, and security.

What Basker Support Covers

Basker provides support for the platform that runs your website, including:

Hosting: serving your published website and keeping it available to your visitors.
Infrastructure: the underlying cloud infrastructure on which Basker runs, including content delivery, storage, and the database.
CMS software: the Basker content management system used to build and manage your website, including bug fixes and platform updates.
Uptime: monitoring the availability of the platform and responding to outages that affect your live website.
Security: protecting the platform and your data, applying security updates, and responding to security issues.

Support does not cover bespoke theme or customisation work delivered by a third-party partner, content authored by your team, or issues caused by third-party services outside the Basker platform.

Service Levels

We classify each support request by severity. Severity determines how quickly we aim to respond. Response time is the time within which we will acknowledge the request and begin work; it is not a guaranteed time to full resolution. Target response times are measured during business hours unless stated otherwise.

Emergency: the website is down or otherwise unavailable to visitors. Target response: within 1 hour, on every plan.
Urgent: significant functionality is impaired, including anything that prevents ticket sales, while the website remains otherwise reachable. Target response: 4-8 hours, on every plan.
Routine: everything else, including questions, minor issues, and change requests. Target response depends on your plan, as set out below.

Routine Response by Plan

Routine requests are responded to within the following targets, measured during business hours:

Enterprise: within 8 business hours.
Plus: within 12 business hours.
Standard: within 24 business hours.
Starter: within 48 business hours.

Business Hours

Business hours are 9am to 10pm UK time, Monday to Friday, excluding UK public holidays. This window covers the working day across UK and US time zones, to 5pm Eastern Time.

Emergency requests are handled as quickly as possible at any time. Customers can escalate emergency issues 24/7 through the emergency support line provided during onboarding. Non-emergency requests raised outside business hours are treated as received at the start of the next business day.

How to Raise a Support Request

The fastest way to reach Basker support is through the in-product messenger, powered by Intercom, available from within the Basker admin. Messages raised there reach our support team directly and let us see the context of your workspace.

When raising a request, please tell us which website is affected, what you were trying to do, and what happened, so we can classify the severity and respond as quickly as possible.

You can also browse help articles and guides at support.basker.app/docs.

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