24/7 Technical Support
Real engineers. SLA-backed response times. No bots, no runarounds, no "have you tried turning it off and on again." When something breaks, we own it.
Talk to a humanResponse time SLAs by priority
Response time = time to first meaningful reply from an engineer
| Priority | Situation | Starter | Growth | Business | Enterprise |
|---|---|---|---|---|---|
| P1Critical | Site completely down or payment processing broken | 1 hr | 30 min | 15 min | 5 min |
| P2High | Major feature broken; significant user impact | 4 hrs | 2 hrs | 1 hr | 30 min |
| P3Normal | Minor feature broken; workaround available | 1 day | 4 hrs | 4 hrs | 2 hrs |
| P4Low | Cosmetic issue; general question; enhancement | 2 days | 1 day | 8 hrs | 4 hrs |
How our support works
Support tickets
Zammad-powered ticket system via your client portal. Full history, attachments, internal notes, and SLA tracking.
Monthly SLA report
Every month you receive a report showing response times vs SLA targets for every ticket you raised.
Real engineers
Every ticket is handled by a trained engineer — not a tier-1 call centre agent reading from a script.
Escalation matrix
P1 tickets auto-escalate to senior engineers if not acknowledged within the SLA window. No ticket falls through the cracks.
Post-incident RCA
Every P1 incident gets a Root Cause Analysis delivered within 48 hours of resolution.
SLA enforcement
SLA breaches auto-trigger service credits applied to your next invoice — you don't have to ask.
Support is included in every plan
Starting from $49/mo — email support on Starter, priority ticket support on Business+.