Our support team typically operates from 8:00 AM to 6:00 PM EST, Mondays through Fridays. However, it is available 24/7 to respond to exigent situations.
To seek immediate attention from the support team, please submit a case with the priority set to Urgent.
If you already have a case open, and the associated problem has deteriorated and requires prompt intervention, please raise the priority to "Urgent."
Both of the above cases notify the team via phone and email right away. So does posting a comment on an urgent ticket. We lower the priority once a support agent has tended to the problem to allow you to escalate again should you need to.