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

PriorityUse for requests that are…We’ll respond within ____ to confirm receipt.We’ll update you:
RoutineRoutine and not time sensitive, such as how-tos and new feature requests.2 business daysWhen resolved
NormalAn inconvenience but there is a workaround available for now.1 business dayWhen resolved
HighTime sensitive and preventing you from completing a task and no known workaround.4 business hoursAs agreed upon, and when resolved
UrgentRelated 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.

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