How fast we answer, and what support covers

The response times we commit to, who gets the wider window, and where the edge of support is.

Within an hour, on every plan

Answered within an hour, Monday to Friday, 8am to 5pm Central. Outside those hours a request waits for the next opening and its clock starts then — a message sent at six on a Friday evening is an hour old on Monday morning, not three days.

This is the same on every plan including the free one. Somebody stuck on a code that is already printed is stuck whether or not they pay, so the answer time does not move with the price.

The wider window

Enterprise accounts and companies in the reseller programme get a wider window: answered within an hour, seven days a week, 8am to 8pm Central. The hour is the same — what the tier buys is availability, not a shorter clock. Being reachable on a Saturday is a promise we can keep; answering faster on a Tuesday is a promise about attention, and we would rather not make one we cannot measure.

Those accounts can also ask for a call from inside any request. Press the button on the thread and we reply with a time.

How we measure it

Against covered hours rather than the wall clock, which is why the Friday evening message above is an hour old and not sixty-three. We hold the figures for the last thirty days, split by window, and will tell you what they are if you ask.

These are targets rather than commitments carrying a credit, and the service level agreement says so plainly. A remedy we would not honour is worse than an honest target.

Where support stops

Support covers the product: how it works, what went wrong, and putting it right. It does not include building your codes for you, designing artwork, writing the copy on your landing pages, or integration work inside your own systems.

We will always tell you how. That boundary is what keeps the hour honest — a queue that also takes on design work is a queue that stops answering in an hour.