Support tickets

We respond to every ticket within one business day. Urgent tickets (service outage, data corruption) are usually picked up within an hour during business hours.

Opening a ticket

1. Sign in to the portal.
2. Click Support > New ticket.
3. Pick a category, a priority and describe the issue. Attach screenshots if useful.
4. Submit - you will get an email confirmation with the ticket ID.

SLA targets

• Urgent: 1 business hour first response, same-day resolution target.
• High: 4 business hours, next-day resolution target.
• Normal: 1 business day, 3-day resolution target.
• Low: 2 business days, 5-day resolution target.

Tracking & replying

Reply to the email or post directly on the ticket in the portal. Both work and stay in sync.