Product Support Ticket Priorities and Response Times

The Product Support team is committed to providing a superior level of support. Below is an overview of how our team prioritizes and responds to support requests.

Support Ticket Priorities

We categorize support requests based on impact:

• Urgent: Critical issues such as website/application crashes, data loss, or inability to access the platform.

• High: Product bugs affecting key functionality (e.g., failed builds, login problems).

• Medium: General product questions or non-urgent issues.

• Low: Feature requests or minor issues that do not impact use.

Response Times

• Urgent: Response within 1 business day; resolution on a best-effort basis.

• High, Medium, Low: We strive to respond and resolve as quickly as possible on a best-effort basis.

💡 What does “Best Effort” mean?
It means our team will respond and work to resolve your issue as quickly as possible, taking into account the complexity of the problem and the current queue. While all requests are prioritized, exact timelines cannot be guaranteed. We appreciate your patience and will keep you informed throughout the process.

For detailed instructions on how to contact support, please see our FAQ: How Can I Reach Product Support?

Note: The Product Support team reserves the right to update these guidelines at any time.