We listen. Really. We know quick response is critical to client satisfaction, our mission is to provide an exceptional client experience. One of the key items our clients require is timely support. We are incredibly responsive to your queries and always open to hear your feedback and suggestions to make Karen the best appointment scheduling software in the market.
Target Response Time for Standard plan will be <24 hours and for Pro plan, <12 hours on working days (i.e. all days except weekends and public holidays) The average in under an hour if the ticket is filed between 9pm UTC and 9am UTC, Monday through to Friday. As such at most the 1st response SLA is 48 hours if the ticket is filed before the weekend. However, weekend requests are frequently addressed too, though not guaranteed under an SLA.
Email support allows us to respond to each query in less time. This means we can get to each query sooner. It also means you can send us screenshots of any issues you might have, which helps us to better understand your problem so we can provide the best advice possible. Email also allows us to see your full history and communicate this clearly with our developers when appropriate. To contact us email firstname.lastname@example.org