Support response times
| Plan | First response | Business hours |
|---|---|---|
| ------ | --------------- | ---------------- |
| Free | 48 hours | Mon–Fri |
| Pro | 24 hours | Mon–Fri |
| Enterprise | 4 hours | 24/7 |
Escalating a ticket
If your ticket has not received a response within the expected window, reply to the email confirmation or update your ticket from the dashboard. Tickets can be marked as Urgent if your workload is impacted.
Enterprise SLA
Enterprise customers have a formal SLA with uptime guarantees and remedies. Contact your account manager or view the SLA.
What the SLA covers
- Response time for support tickets
- Platform uptime (99.9% monthly)
- Planned maintenance notification (72 hours in advance)