Wondering how our support process works? Check out the flow chart below and click the button below to make a request.

Support Response Time

Curator: Standard
Primary Hours: 8 business hours

After Hours: Next business day

Curator: Enterprise

High: 2 business hours
Medium: 4 business hours
Low: 8 business hours

After Hours:   12 daytime hours 

Note: Phone call process to trigger high-priority requests to be implemented in Q1 2023.

*FIFO (First Ticket In, First Ticket Out) generally applies, but Curator Enterprise clients are always processed first in their respective queues. For Curator Standard, all requests go through the Low Priority process, though we prioritize within this tier based on the indication of severity/potential impact on other clients.