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.

A response target, by plan

Starter: answered within 1 business day, Monday to Friday, 8am to 5pm Central. Business: answered within 4 hours, Monday to Friday, 8am to 5pm Central. Enterprise: answered within an hour, seven days a week, 10am to 8pm Central.

The free plan has email support, with no response target. We read and answer every message, but we do not promise a time for it.

Outside those hours a request waits for the next opening and its clock starts then — a message sent at six on a Friday evening has used none of its time by Monday morning.

The wider window

Enterprise accounts and companies in the reseller programme get a wider window as well as the shortest target: answered within an hour, seven days a week, 10am to 8pm Central.

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 has used none of its time by Monday, where the wall clock would say sixty-two hours. 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 targets honest — a queue that also takes on design work is a queue that stops answering on time.