Our working hours are 9:00am to 5:30pm, Monday to Friday, and all remote employees operate on GMT to keep communication consistent. During these hours, general emails are responded to within 6 business hours, while urgent requests are acknowledged within 2 business hours. Messages sent through project-management tools follow the same timeframe, ensuring steady progress throughout the day.

Outside business hours

Messages received outside of standard working hours will generally be addressed by the next business day. Emergency issues with a real, immediate impact (for example, a campaign going live incorrectly) are handled on a case-by-case basis — we’ll do our best to respond as quickly as possible, even outside normal hours.

Escalation / High-priority issues

If something is critical (for example, a campaign issue, broken link, or reporting discrepancy), you should flag it clearly as "High Priority" or "Urgent." Once flagged, we aim to provide an initial response and next-steps within 2 business hours.

Phone / Calls

If you call us during business hours, we aim to answer within 1 minute on average. For after-hours calls, we’ll typically call you back the next working day unless previously agreed otherwise.

Communication tools

For messages through Teams or similar instant messaging tools, we aim to respond within 6 business hours, depending on priority and who’s online. If something urgent is flagged in Teams, we prioritise it in our next check-in or send a quick acknowledgment immediately.

Our response times are based on current UK marketing-industry benchmarks and reflect the typical service levels provided by full-service agencies. Actual response times may vary depending on workload, complexity, and the nature of your request. Out-of-hours contact details are shared on a case-by-case basis and are reserved for urgent, business-critical situations. If you require support outside standard working hours, please speak with your Account Manager to agree the appropriate arrangements.