Hours
- Emergencies are handled 24 hours a day, 7 days a week. Report one by opening a ticket with Urgent priority.
- General support hours are Sunday to Thursday, 09:00–18:00 Bangladesh time, excluding public holidays in Bangladesh.
Priorities
Choose the priority when you open a ticket:
| Priority | Use it when | First reply | Resolution |
|---|---|---|---|
| Urgent — service is down | Your site, email or panel is not working at all | 1 hour | 8 hours |
| High — service is degraded | It works, but badly or partly | 4 hours | 24 hours |
| Normal — standard request | A change, a question about something that works | 8 hours | 3 days |
| Low — a question, no rush | Anything that can wait | 24 hours | 7 days |
Urgent and High are timed around the clock; Normal and Low are timed in support hours only, so a Normal ticket opened on Friday evening is counted from Sunday morning.
These are targets, not guarantees, and there are no service credits for missing one. Our team may change the priority of a ticket to match what it describes.
Resolution
"Resolution" means we have fixed the problem, or told you what needs to happen and what we are waiting for. A ticket waiting on something from you (a payment, a document, your decision) is On hold or Awaiting your reply, and the clock is with you.
A ticket we have answered is closed automatically after 7 days without a reply from you; replying reopens it.
Planned maintenance
We give at least 48 hours' notice of planned maintenance, by email and on the status page; emergencies are the exception. See Announcements, maintenance and the status page.
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