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Support & SLA Information
How to Contact Support
Email: [email protected]
Standard Support Hours:
Monday–Friday, 9:00 AM – 5:00 PM EST (excluding public holidays)
General Information
- You can submit support requests 24/7 via email or the support portal.
- Requests received outside support hours are treated as received at the start of the next business day.
- For faster handling, please include:
- A brief description of the issue
- Screenshots or error messages
- Impact (how many users, what can’t be done, urgency)
- A brief description of the issue
SLA Response Times
When you contact us during support hours, we aim to respond within:
🔴 Critical Issues (System Down / No Workaround):
Initial response within 1 hour
🟠 High Priority (Major Impact, Workaround Available):
Initial response within 4 business hours
🟡 Medium Priority (Limited Impact):
Initial response within 1 business day
🟢 Low Priority (General Questions / Minor Issues):
Initial response within 2–5 business days
Note: Response time = time until a support engineer first replies to your
ticket. Resolution times depend on complexity and may vary.