Last updated: 28 October 2026
This Support Policy explains how to contact WPShield support and what response times you can expect.
How to contact support
Email info@wpshield.uk from the address registered on your account, including your website address and a short description of the issue.
Business hours
Monday to Friday, 9:00–17:00 UK time (GMT/BST), excluding UK bank holidays.
Initial response times
- Requests received during business hours: initial response within one working day.
- Requests received outside business hours: initial response within 48 hours, including weekends and UK bank holidays.
- Automated uptime monitoring: operates 24/7.
Response times refer to our first reply, not a guaranteed resolution or repair time. Resolution depends on the nature, severity and complexity of the issue, relevant third parties and the agreed service scope.
Priority support
On Shield Plus and Shield Pro plans, requests are placed ahead of standard requests in our support queue. Priority does not change the published initial response times.
24/7 monitoring is not 24/7 live support
Our automated monitoring checks availability around the clock. We do not provide 24/7 staffed technical support. Faster or customised response arrangements may be agreed under a bespoke contract.
What support covers
Support covers questions and issues within the scope of your care plan. Work outside that scope – for example malware removal, pre-existing defects, new features or larger changes – will be quoted separately before we start.