We're here to help
Support resources, guidance on common issues, and direct access to help when you need it.
Severity Levels
Critical
System is down or major feature is completely unavailable. We respond within 1 hour.
High
Significant functionality is impacted or there's a major workflow issue. We respond within 4 hours.
Normal
Minor issue, question, or feature request. We respond within 1-2 business days.
Response Targets
Initial Response
We'll acknowledge your request and provide initial guidance.
Investigation
We'll dig into the issue and identify the root cause.
Resolution
We'll fix the issue, deploy if needed, and confirm it's working.
What to Know
Business Hours
Response targets are during US business hours (Mon-Fri, 9am-5pm ET).
No SLA Guarantee
Response targets are our goals, not guaranteed commitments.
Maintenance Windows
Planned maintenance is announced in advance and typically scheduled nights/weekends.
Common questions we get
How do I reset my password?
Click 'Forgot password' on the login screen. We'll send a reset link to your email. Follow the link to set a new password.
Can I manage user permissions?
Yes. Account administrators can manage team members and permissions from the Settings page under Team Access. Contact support if you're unsure who the admin is.
How do I export my data?
Most reports and data views have an export button. For bulk data export or a custom format, contact support with your specific needs.
Is my data backed up?
Yes. We maintain automated daily backups and redundant storage. Data is encrypted both in transit and at rest.
When does maintenance happen?
Planned maintenance is typically scheduled for Sunday nights (US Eastern time). We'll announce any maintenance windows in advance.
Who do I contact for billing questions?
Email us or call +1 513 855 9844 with billing questions. Billing is handled separately from product support but the team can route you correctly.
Submit a support request
If you need help that isn't covered above, submit a request below. Tell us about the issue, what you were doing when it happened, and any error messages you see.
Thank you!
Your support request has been received. We'll review it and be in touch shortly based on the severity level you indicated.
Something went wrong
We encountered an error submitting your request. Please try again or contact us directly at +1 513 855 9844.
Prefer to reach us directly?
Call us or email to speak with someone on the team immediately.
11 Willow Close, Brundall, NORWICH NR13 5PZ, United Kingdom