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Support Response Times

We aim to provide timely support to all our customers. Below you’ll find the standard response times you can expect from our team. Please note that the actual resolution may vary depending on the complexity of the issue.


Enterprise Subscription

  • Urgent Technical Support – 6–24 hours (depending on criticality)

  • Account Support – 2 working days

  • Referrals – 2 working days

  • Technical Support – 2 working days

  • Billing & Finance – 3 working days

  • Feedback – 5 working days

  • Refund Requests – Instantly forwarded to couriers (couriers may take up to 10 days to respond)


Any other Subscription

  • Urgent Technical Support – 24–48 hours (depending on criticality)

  • Account Support – 5 working days

  • Referrals – 5 working days

  • Technical Support – 5 working days

  • Billing & Finance – 10 working days

  • Feedback – 10 working days

  • Refund Requests – Instantly forwarded to couriers (couriers may take up to 10 days to respond)


Important Notes

  • Urgent issues are prioritised based on severity and potential business impact.

  • Refund requests are dependent on couriers’ response times, which are outside our control.

  • Working days exclude weekends and public holidays.

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