Support levels explained

Definition of support levels

Support requests for both Priority Support and Standard Support are prioritized based on the order of arrival. Priority support will be answered before standard support. If you are a paying customer with an active subscription, please submit your support request within the application. If requests are submitted by other means, your request could possibly be incorrectly tagged as “standard.”


Priority Support

Priority Support is reserved for paying customers with active subscriptions: Basic and above. Please note that Priority Support is still a queue, and requests are handled in chronological order from the time they are received. During our posted support hours (3 AM - 6 PM Eastern Time, Monday to Friday), we will make every attempt to respond to all Priority Support requests within 24 hours. We do not guarantee a resolution to the request in that time period, but we will acknowledge the request and communicate with the customers as needed to gather more information to help resolve the issue.


Standard Support

Standard Support is open to all users including free subscription holders. During our posted support hours (3 AM - 6 PM Eastern Time, Monday to Friday), we will make every attempt to respond to all requests within 24 hours. We do not guarantee a resolution to the request in that time period, but we will acknowledge the request and communicate with the user as needed to gather more information to help resolve the issue.

Please note: Support requests may take longer than 24 hours to receive a response when submitted on a weekend. Our support team is not available Saturday and Sunday, which can delay the response time.