Opening Hours & Response Time
The page describes our support team opening hours and response time.
Opening Hours
Our Support Team is available during the following hours. All times are displayed in CET/CEST Central Europe Time.
Day | Time |
---|---|
Monday | 24 hours |
Tuesday | 24 hours |
Wednesday | 24 hours |
Thursday | 24 hours |
Friday | 24 hours |
Saturday | 24 hours |
Sunday | 24 hours |
We offer support in the following languages: English (primary), Brazilian Portuguese, German, Spanish and Russian.
Response Time
Depending on your Pricing Plan we will provide a first response according to the table below:
Plan | First response time |
---|---|
Basic | <24hrs |
Regular | <4hrs |
Premium | <30mins |
Note: First responses = First investigation done. We will provide a meaningful update about your issue. This is not an auto-reply.
Support requests sent via our website contact form or email will be assigned a first response time of <24 hours.
Severity
When a support case is raised, we will assign a severity level based on the various factors including the affected service, impact and availability of workarounds. Cases will be prioritized internally according to severity.
Severity | Description | Examples |
---|---|---|
1 | A critical incident with very high impact. |
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2 | A major incident with significant impact |
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3 | A minor incident with moderate to low impact |
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