Account Management
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      Support Guidelines

      This document provides an overview of our support channels and processes, as well as our target response times for support requests.

      Where can I get help?

      Paying customers are eligible to submit a support ticket via our Support Form.

      Critical production issues should be reported via the Support Form for the fastest response. 

      Target Response Time

      The priority and nature of a support request dictate the response times we will aim to adhere to. Support tickets should be lodged with the appropriate priority based on the definitions below:

      Priority Definition
      (one or more of the following)      		 Target Response Time
      Normal
      • Feature request
      • General question
      • An issue in a production environment that does not affect verification
      • Issues in non-production/testing environments
      		 2 business days*
      Medium
      • Issue affecting a single user in production that affects user verification
      • Minor business impact.
      		 1 business day*
      High
      • Issue affecting multiple users in production that affects user verification.
      • Significant business impact.
      		 4 business hours**
      *Business Day: Monday to Friday, 9am - 5pm CET.
      **Business Hour: An elapsed hour during a business day.