Support hours, priorities and response times
Last updated 6 Oct 2026
We're here Monday to Friday, 9am to 5pm Sydney time, except NSW public holidays. All of the targets below count business hours only.
So if you raise a High ticket at 4pm on a Friday, the four-hour target ends at 12pm the following Monday, not 8pm on Friday.
Choosing a priority
- Low: a question about how something works, or something you think may have changed.
- Medium: something that worked before and now doesn't, but isn't stopping anybody.
- High: your users can't do something they need to do. Also email your project or account lead directly.
- Urgent: the service is down, data looks wrong, or something may be compromised. Call your project or account lead. Only our team can set a ticket to Urgent, so pick High on the form and we'll raise it if needed.
Response targets
| Priority | First reply within | Resolved within |
|---|---|---|
| Low | 1 working day | 3 working days |
| Medium | 1 working day | 2 working days |
| High | 4 business hours | 12 business hours |
| Urgent | 2 business hours | 4 business hours |
A working day is eight business hours.
When the clock pauses
When a ticket is Waiting on you, because we've asked you a question, the clock stops. It starts again as soon as you reply.
If we change a ticket's priority, its targets change to match.
Did this not answer it?
Raise a ticket and we will pick it up. Mentioning that you read this article helps.
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