When you reach out to our support team, we understand that you expect a near-instant response. This article helps you get an indication of how long it may take to receive a response from us.
Important:
These time frames are only indicative. The actual time it will take to respond to your request depends on several factors.
General questions #
If you request information on our products and services, we try to respond to your request within one business day.
Accounts and billing #
If your issue relates to billing and accounts, we try to respond to it within 2 business days.
Technical support #
We respond to your technical support requests based on the severity of your issue. Please refer to your individual service level agreement (SLA) for more information.
As a general guide, the following indicative time frames apply:
| Issue Description | Priority Level | Target Response Time | Target Resolution Time |
|---|---|---|---|
| Service inaccessible (Full outage, zero access) | Critical | Within 10 minutes | 2 – 4 hours |
| Major functionality impaired (Core feature down, severe degradation, no workaround) | High | Within 1 hour | 8-12 hours |
| Minor functionality issue (Non-critical bug, performance issue with workaround available) | Medium | Within 4 hours | 24 – 48 hours |
| General inquiry/feature request (Questions, minor visual bugs, account administration) | Low | Within 1 business day | Best effort/Scheduled release |
Your privacy and information requests #
We respond to requests for your information and information about our privacy practices within 3 business days.
