Support Hours and Response Times
Support Hours:
Customer Support is available during business hours, Monday – Friday, 9am to 5pm EST, excluding Canada and Ontario Public Holidays. Support is available outside business hours for Urgent requests. See below.
Priority and Target Response Times
| Priority | Use for requests that are… | We’ll respond within ____ to confirm receipt. | We’ll update you: |
| Routine | Routine and not time sensitive, such as how-tos and new feature requests. | 2 business days | When resolved |
| Normal | An inconvenience but there is a workaround available for now. | 1 business day | When resolved |
| High | Time sensitive and preventing you from completing a task and no known workaround. | 4 business hours | As agreed upon, and when resolved |
| Urgent | Related to a service outage or is resulting in a major business impact. | 1 hour* | As agreed upon, and when resolved |
* For Urgent requests submitted outside of business hours, response times may be delayed and we will endeavour to respond as soon as possible.