SOS When something is wrong
No ticket portal, no chatbot queue, no tier one reading a script back to you. Say what is happening and somebody who knows the software will reply.
ORDER What gets answered first
And pretending otherwise helps nobody. This is the order things actually get picked up in.
Drop everything
Customers cannot book, or the page will not load at all. Put "booking page down" in the subject line and it goes to the top of the pile. We would far rather hear it from you than find it ourselves on Monday.
Same day
A payment did not record, a refund did not go back, an invoice disagrees with the appointment. Send the appointment number — the one on the ledger and the emails — and we can trace the whole thing from it.
Same day
A confirmation, a reminder or a text that never landed. Tell us the appointment number and roughly when it should have gone; every send is logged, so we can say what happened rather than guess.
Next working day
A setting you cannot find, behaviour that surprised you, something you want the software to do that it does not. These get a real answer, just not at midnight.
SEND What to include
None of it is required. Every one of them turns "can you tell me more?" into an answer.
PLAIN Being straight about it
There is no signed uptime guarantee, no round-the-clock desk and no dedicated account manager. Claiming any of those before they exist would be the easiest sentence on this site to write and the first one you would catch us on.
What there is: a small team that reads its own support inbox, a status you can ask for at any time, and an honest answer when something is our fault. When we break something we say so rather than waiting to be asked.
If your business needs a contractual service level, write and say so — that is a real conversation, not a checkbox.
Free plan, no card, and your trade already set up with real services and prices.
Start free
