Support Channels
- Email support
- Live-chat support (where available)
Support Hours
We monitor and respond to support requests:
- Monday to Friday
- 8:00am – 8:00pm (UK time)
We may review urgent issues outside these hours where reasonably practicable.
Issue Severity Levels
Critical
- The SaaS is unavailable or unusable for all users
- Core functionality (e.g. creating invoices) is not working
- No reasonable workaround is available
Response target: as soon as reasonably practicable.
High
- Major functionality is significantly impacted
- Issue affects multiple users or key workflows
- Workaround exists but is limited or impractical
Response target: within 1 business day.
Medium
- Issue affects a specific feature or subset of users
- Workaround is available
Response target: within 1-2 business days.
Low
- General queries, minor issues, or cosmetic defects
- No impact on core functionality
Response target: within 3–4 business days.
Scope of Support
Support includes:
- Assistance using the SaaS
- Troubleshooting issues with the SaaS
- Guidance on configuration and setup
Support does not include:
- Custom development or feature requests
- Advice on accounting, tax or financial treatment
- Support for third-party systems (except where directly related to the SaaS)
Third-Party Services
The SaaS integrates with third-party services such as HubSpot, Xero or QuickBooks Online. We will assist where possible, but:
- We are not responsible for third-party systems
- Issues caused by third-party services may require you to contact those providers directly
Customer Responsibilities
To help us provide effective support, you agree to:
- Provide clear and accurate information about issues
- Respond promptly to requests for information
- Maintain appropriate access and permissions
- Ensure your systems and integrations are correctly configured
Important Note
Response times are targets only and not guaranteed service levels.