What are the support hours, priorities and service level agreements?

Support desk hours

Our support desk runs Monday to Friday, 9 AM to 5 PM Eastern Time. We respond to tickets during those hours, with one exception: Urgent Priority issues get picked up outside standard hours too.

How we prioritise tickets

Every ticket gets a priority level, and that level sets two clocks: how fast we first respond, and how long the fix should take.

Low priority

First response within 24 hours, resolution within 1 month. This covers "nice to have" feature requests, account merges, and general comments or feedback about the software — things that don't need immediate attention.

Medium priority

First response within 8 hours, resolution within 14 days. These are standard issues or bugs with a moderate impact on your experience — problems that don't disrupt core functionality but still need fixing within a reasonable timeframe.

High priority

First response within 4 hours, resolution within 2 days. Think bugs that affect large parts of site functionality or the userbase, or issues that impact — but don't fully block — registration or payments.

Urgent priority

First response within 30 minutes, resolution within 1 day. These are critical issues preventing site access, user registration or payment processing. An urgent ticket immediately notifies the support team and key staff, and it's the only category we work on outside business hours.

Helping us hit these targets

We hold ourselves to the SLAs above. You can help by putting clear, specific detail in your ticket — what happened, when, and what you expected — so we can set the right priority first time. And if your issue is urgent, it gets immediate attention whatever the hour.