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 |
|
2 business days* |
Medium |
|
1 business day* |
High |
|
4 business hours** |
*Business Day: Monday to Friday, 9am - 5pm CET.
**Business Hour: An elapsed hour during a business day.
**Business Hour: An elapsed hour during a business day.