Support Response Times
When you reach out to our support team, we understand that you would like to receive a response as soon as possible. This help article explains the expected response times from our support teams.
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 with 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 respond within 2 business days. The working hours for our accounts team are 8 AM to 5 PM NZST from Monday to Friday. The accounts team does not work on New Zealand public holidays.
Services and subscription support
We use the following table as a guideline for indicative response times:
If you have one, please refer to your individual Service Level Agreement (SLA) for more accurate time frames.
| Issue Description | 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 2 business days | 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 oh shift is less, there could be a delay in attending to all customer requests. Requests classified as critical will be given priority.
- Peak season: When most of our customers are having their annual maintenance, the number of support staff on shift may be reduced as staff need to be directed to assist with the maintenance works.
- Account authentication and verification issues: If we are having trouble identifying you or verifying your authority to operate the account you are getting in touch regarding, there will be a delay until we have properly completed our verifications checks.
- Communication and system errors: No technology is 100% fail-proof. If our internal systems malfunction, or there is an outage, our response times may be longer. We may also take longer to respond there is a delay in receiving requested information from you.