We are committed to providing exceptional customer support to ensure your events run smoothly and your business goals are met. This article is just to let you know that our response times are based on your plan and the severity of the issue.
Response Times for Growth Plan Customers
Growth Plan customers can expect prompt support during our business hours:
Live Chat Messages: Responses within 3 hours.
Email Requests: Responses within 24 hours.
If your issue is urgent, we recommend using live chat for a faster response.
Response Times for Business and Enterprise Plans
Customers on Business and Enterprise plans to benefit from priority support. We do our best to resolve all issues as quickly as possible.
Severity levels and corresponding response times are detailed below:
P1 - Mission Critical
Description: Core/essential services are down, causing a critical impact on business operations; no workaround is available.
Initial Response: Status update provided via a dedicated Slack channel, live chat, or email within 1 hour of notification.
Ongoing Updates: Status updates are provided every 1 hour thereafter.
Target Resolution Time: 4 hours.
P2 - High Priority
Description: Core/essential services are significantly degraded, impacting major aspects of business operations; no commercially reasonable workaround is available.
Initial Response: Status update provided via a dedicated Slack channel, live chat, or email within 3 hours of notification.
Target Resolution Time: 6 hours.
P3 - Medium Priority
Description: Slow response or delays; core/essential services are functional but performance is impaired.
Initial Response: SStatus update provided via a dedicated Slack channel, live chat, or email within 1 business day of notification.
Target Resolution Time: 1 business day.
P4 - Low Priority
Description: Issues with no material impact on business or customers, such as documentation errors, cosmetic issues, or minor interface problems. Core/essential services are unaffected.
Initial Response: Status update provided via a dedicated Slack channel, live chat, or email business day of notification.
Resolution Time: Best effort basis.
Support Availability
Our support team is available to help you out during regular business hours. For Business and Enterprise customers, support is accessible via our Live Event Hotline, dedicated Slack channel, email, or live chat.
Growth Plan customers may use email and live chat for assistance.
For urgent matters, we recommend you contact live chat or your dedicated Slack channel (for Business and Enterprise plans) to ensure the fastest possible response.