Who writes back, and when
A person on our team reads every message and writes back.
We reply by email during business hours: Monday to Friday, 09:00–18:00 Singapore time (UTC+8).
How fast we aim to reply
- Free
- Help center + email, no set reply time
- Starter
- Reply within 3 business days
- Growth
- Reply within 2 business days
- Scale
- Reply within 1 business day
- Brand
- Reply within 4 business hours
These targets are for support questions from a shop on a plan. Sales questions and security reports get a reply too, just not on a set clock. These are targets, not a service-level agreement; there are no service credits. Live chat and a written SLA come later.
What each topic is for
- Sales
- Choosing a plan, more orders than our biggest plan covers, a security or finance check for a bigger brand, or a partnership.
- Support
- Help with your install, a request that didn’t go the way you expected, or a billing question.
- Security
- A security weakness you’ve found, or an incident. We acknowledge every report.
- India grievance
- For people in India with a question or complaint about their personal data, under the DPDP Act.
People in India can also reach our Grievance Officer through the India grievance page.
