Support Response Times
When you reach out to our support team, we understand that you would like to receive a response immediately. This article explains the expected response times from our support teams.
Important Note:
Times in this article are indicative only. The actual time it takes to respond to your request depends on several factors.
General questions
If you get in touch with us for a general question, we aim to respond to your request within 24 hours.
Accounts and billing issues
If your support issue is related to accounts and billing, we aim to get in touch within 2 business days. The working hours for our accounts team are Monday to Friday, 8 AM to 5 PM NZST.
Services and subscription support
We use the following table as a guideline for indicative response times:
Note:
If you have one, please refer to your individual Service Level Agreement (SLA) for more accurate time frames.
| Issue Desctiption | 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 |
What affects our response time
Sometimes, we may respond later than usual. Usually, it is due to the following factors:
- Staff availability: If the number of support team members on shift is less, there could be a delay in attending to all customer requests. Requests classified as critical will be given priority.
- Peak season: From November to January, most of our customers have annual maintenance, including provisioning new software systems. This increases the number of support requests we receive each day, resulting in delayed response for non-critical requests.
- Account verification issues: If we are unable to verify your identity or authority to operate a customer account, there could be a delay in receiving a resolution from us.
- Communication and system errors: No technology is 100% fail-proof. If our internal systems malfunction, or there is an outage, our response may be delayed. Our response will also be delayed if there is a delay in receiving requested information from you.