Our customer support is based in the United States and are available on weekdays from 10am to midnight Central Time and on weekends from noon to midnight CT.
We aim to respond as quickly as possible to your support tickets. In general, we conduct most of our business during weekdays. During the weekend, we will primarily be addressing urgent tickets.
Our SLA is as follows:
Clients with priority support will be served first. For priority support clients based in the U.S., we guarantee first turnaround within 12 hours and resolution within 24 hours. For priority support clients based outside of the U.S., we guarantee first turnaround within 18 hours and resolution within 30 hours. Clients on general support will be served after those on priority support have been helped, with guaranteed first turnaround within 24 hours and resolution within 72 hours on weekdays and for urgent issues, with guaranteed first turnaround within 48 hours and resolution within 96 hours on weekends for non-urgent requests.
If your plan doesn't come with priority support, you can purchase it as an addon (click here)!
|Priority support||U.S. clients||International clients|
First turnaround: within 12 hours
Resolution: within 24 hours
First turnaround: within 18 hours
Resolution: within 30 hours
|General support||U.S. clients||International clients|
|Weekdays and urgent issues||
First turnaround: within 24 hours
Resolution: within 72 hours
|Weekends, non-urgent requests||
First turnaround: within 48 hours
Resolution: within 96 hours
We understand that our customers are located globally, which is why our wide range of availability allows us to serve clients within 24 hours of a ticket being opened. While we cannot guarantee a response to tickets within minutes of them being opened, we will make our best effort to respond as quickly as possible.
At MyWikis, we also have limited support availability during the following periods:
- U.S. federal holidays - by federal law, we are bound to observe these holidays.
- Thanksgiving week (third week of November)
- Holiday season (end of December and beginning of January)
During these times, emergency support is always available. However, non-essential support may be limited to allow our employees to rest. We thank you for your understanding.
We reserve the right, at any time, to adjust our SLA temporarily. Announcements will be made through public channels such as Twitter or Medium. In order for the temporary change to be effective, it must be posted on either Twitter or Medium. We also reserve the right, at any time, to adjust our SLA permanently, with the change made to this page in order to be effective.