When will I receive a response on my ticket?
If you already have a ticket open, please do not contact us on live chat, and vice versa. This will ensure double actions do not occur and we are able to provide everyone the quickest support possible.
Tickets are answered in the order they are received, in several different queues, depending on the type of ticket.
- General support tickets and low-level technical support tickets are usually answered within 3 hours.
- Basic requests such as re-installs and migrations are also done fairly quickly.
- Billing tickets may take longer, as they are generally performed in one or two batches per day by our in-house team.
- Escalated tickets are also performed by our in-house team, and may take up to 24 hours in some cases.
- Advanced technical support questions that are escalated to our sys admins may usually take 6 to 12 hours.
During weekends, support may be a little bit slower.
Tickets are answered in the order they are received, in several different queues, depending on the type of ticket.
- General support tickets and low-level technical support tickets are usually answered within 3 hours.
- Basic requests such as re-installs and migrations are also done fairly quickly.
- Billing tickets may take longer, as they are generally performed in one or two batches per day by our in-house team.
- Escalated tickets are also performed by our in-house team, and may take up to 24 hours in some cases.
- Advanced technical support questions that are escalated to our sys admins may usually take 6 to 12 hours.
During weekends, support may be a little bit slower.
Updated on: 08/04/2019
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