Support SLAs FAQ

1. What is the standard response time for support requests?
Our standard response time for support requests are set at 4 hours. However, we aim to address queries much sooner, typically within 1-2 hours, depending on the complexity of the ticket.

2. When can I expect a response from the support team?
Our support team operates during specified working hours from 3:00 AM to 6:00 PM Eastern Time (ET). If a ticket is submitted outside of these hours, the SLA countdown begins anew at 3:00 AM ET.

3. How can I contact support for immediate assistance?
You can reach out to our support team via chat, where a ticket will be opened for your query. Additionally, you can contact us through our ticketing platform or directly via email at or

4. Does technical support include phone assistance?
No, our technical support services do not include phone assistance. They are primarily addressed through chat, ticketing platform, or email. This allows for thorough investigation and documentation of issues.

5. Do you offer assistance with resolving SPF, DKIM issues and enforcing DMARC to p=reject?

  • For Premium customers:
We offer help via email in addressing configuration issues with SPF and DKIM, resolving any DMARC or Email-related issues, etc.
We provide overall guidance for enforcing DMARC policy to p=reject, but we do not offer direct hand-holding for this.
  • For Enterprise customers:

We offer direct hand-holding in resolving any configuration issue and taking DMARC p=reject project completely into our hands.
We offer weekly or bi-weekly sessions with Enterprise customers, where we fix any authentication issues together and work towards DMARC enforcement to p=reject.

  • For Managed Service Providers (MSPs):
We offer 2 educational calls where we go over data that is relevant to the given MSP.
These educational calls are important to show them how we fix issues, get an overall understanding of our platform, and how we enforce DMARC policies based on various case studies.
After these 2 calls, MSPs can open technical tickets where our support handles via Email.