Support Policy
Effective Date: October 8, 2026 | Last Updated: October 8, 2026
1. How to Get Help
The main way to get help is the Service Desk in your dashboard. Go to Dashboard → Service Desk → New ticket. You can also email [email protected].
Support is available 24 hours a day, 7 days a week. That includes weekends and holidays.
2. First-Reply Targets
These targets apply 24 hours a day, 7 days a week. Pick the priority that best fits your problem when you open a ticket.
| Priority | First reply | What it means |
|---|---|---|
| Critical | Within 1 hour | Your voice agent is not answering calls, or the back-office assistant cannot do its core work. |
| High | Within 2 hours | An important feature is broken, but calls are still being answered, or there is a workaround. |
| Normal | Within 24 hours | How-to questions, setup help, and minor problems. |
| Low | Within 48 hours | Suggestions, small visual issues, and questions that are not urgent. |
A first reply means we have read your ticket and responded. It is not a promise of when the problem will be fixed. Fix times depend on the problem. These are targets, not guarantees (see Section 7 of our Terms of Service).
We may change a ticket's priority after we review it.
You can open up to 3 Critical tickets in any 24 hours. More Critical tickets are saved as High. Our team can raise them to Critical.
3. The Order We Answer Tickets
- The most urgent tickets are answered first.
- Tickets with the same priority are answered by plan: Business Pro, then Business Growth, then Business Essential, then Business Starter.
- Tickets on the same plan are answered first come, first served.
- When many tickets arrive at once, we space out replies so every ticket is still answered within its target.
4. Who Answers Your Ticket
Our support assistant often sends the first reply and can solve common questions. It hands the ticket to our support team for billing questions, refunds, account changes, outages, and anything it cannot solve. A person can always take over your ticket.
5. When We Are Waiting on You
When we reply and need an answer from you, your ticket shows the status Waiting on You. If we do not hear back:
- We send a reminder after 10 days.
- We send a second reminder after 20 days.
- After 30 days with no reply, the ticket closes and is marked closed for no response. You and our team both see it as closed.
Replying any time before then restarts the clock.
Closed and Resolved Tickets
A closed ticket stays closed. If you still need help, open a new ticket and mention the old ticket number. A ticket marked Resolved reopens if you reply to it.
6. Ticket Limits by Plan
Each plan can open a set number of new tickets. Limits are counted over the last 24 hours, the last 7 days, and the last 30 days.
| Plan | Last 24 hours | Last 7 days | Last 30 days |
|---|---|---|---|
| Business Starter | 5 | 15 | 30 |
| Business Essential | 8 | 25 | 50 |
| Business Growth | 12 | 40 | 80 |
| Business Pro | 20 | 60 | 120 |
Always Allowed
Even when you reach your limit, you can always:
- Open Critical tickets
- Open Billing tickets
- Open Account & sign-in tickets
- Reply on tickets that are already open
Safety Limits for Every Account
Every account can open up to 30 new tickets in 24 hours and can have up to 25 open tickets at once.
Need More Support?
Open a Billing ticket. We can agree on an extra support allowance for a monthly fee.
7. Attachments and Sensitive Information
You can attach up to 3 files per message. Each file can be up to 5 MB. Allowed types are PNG, JPEG, WebP, GIF, and PDF.
Never send passwords, card numbers, or other sensitive information in a ticket or email.
8. Privacy and Data Requests
Privacy and data requests follow the timelines in our Privacy Policy.
9. Changes to This Policy
We may update this policy. The date at the top of this page shows the latest version.
Contact Us
If you have questions about this Support Policy, please contact us: