| Channel | Availability |
|---|---|
| In-app chat | Monday to Friday, 9:00 to 18:00 Mountain Time, excluding United States federal holidays. |
| Email — support@noxtill.com | Messages accepted at any time; answered during the hours above. |
| Critical incident escalation | At all times, for Severity 1 issues, through the escalation path in the Service. |
| Help centre | At all times. |
| Status page | At all times. |
| Severity | Definition | First response |
|---|---|---|
| 1 — Critical | The Service is unavailable, or a core function is unusable for all your Users, with no workaround. Money or customer-facing operations are blocked. | Within 2 hours, at any time. |
| 2 — High | A major function is significantly impaired for many Users. A workaround may exist but is burdensome. | Within 1 business day. |
| 3 — Normal | A function behaves incorrectly but work continues. | Within 2 business days. |
| 4 — Low | A question, a cosmetic issue, or a feature request. | Within 5 business days. |
These are targets for a first substantive response — a human who has read your message and tells you what is happening — not for resolution. Resolution time depends on the nature of the problem.
We set severity based on impact, not on how the request was worded. If we have it wrong, say so and we will reassess.
- How to use any feature of the Service.
- Investigation of suspected defects.
- Account, billing, plan and invoice questions.
- Guidance on standard imports and exports.
- Guidance on connecting a supported integration.
- Assistance with a data subject rights request addressed to you.
- Help interpreting an eligibility decision or a blocked message.
- Onboarding guidance and workspace configuration.
| Not covered | Where to go instead |
|---|---|
| Configuring or troubleshooting a third-party service | That provider's support. We will help you identify which side the problem is on. |
| Custom development or bespoke reports | Available as a separate engagement; ask support@noxtill.com. |
| Training beyond our documentation | Available separately. |
| Recovering data you deleted beyond the Service's own restore features | Section 6.5 of the Terms. Keep your own exports. |
| Legal, tax, accounting or regulatory advice | Your own advisers. We can explain what the Service does, not what you should do. |
| Whether you have consent to message a particular contact | Your own assessment. We provide the tooling and the evidence record. |
| Beta features | Best-efforts only, with no response target. |
The difference between a two-hour resolution and a two-day one is usually the first message. Include:
- What you were trying to do.
- What happened instead, in the Service's own words — the exact error text.
- When it happened, with a timestamp and your time zone.
- Which User account, and which branch if you have more than one.
- Whether it happens every time or occasionally.
- A screenshot or short recording, with customer data redacted.
Some investigations need us to see what you see. We will ask, we will explain what we need to look at, access is limited to the investigation, every action is logged, and access is revoked when it concludes.
You may decline. Some issues cannot be resolved without it, and we will tell you if that is the case rather than leaving the ticket open.
| Step | When | How |
|---|---|---|
| Ask for escalation | The response target was missed, or the answer did not address the problem. | Reply to the ticket and say so. |
| Review by a second person | Within 1 business day of the request. | Automatic. |
| Formal complaint | The escalation did not resolve it. | legal@noxtill.com |
Support is provided in English. We will do our best with a message written in another language, and we will never refuse to help because of how a message is written.