> ## Documentation Index
> Fetch the complete documentation index at: https://support.rallies.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Hours & Response Times

> Learn when our support team is available and how quickly you can expect a response.

# Support Hours & Response Times

Our support team is here to help. Here's when we're available and how quickly you can expect to hear back.

## Support Hours

### Standard Support

* **Days:** Monday - Friday
* **Hours:** 9 AM - 6 PM Eastern Time
* **Holidays:** Closed on major US holidays

### After Hours

* Requests submitted outside business hours are queued for the next business day
* For urgent account access issues, try our self-service options:
  * [Reset password →](/account/reset-password)
  * [Troubleshoot login →](/troubleshooting/cant-log-in)

## Response Times

Response times vary by issue type and your subscription:

### Free Tier

| Issue Type        | Target Response          |
| ----------------- | ------------------------ |
| Account access    | Within 24 hours          |
| Billing questions | Within 24-48 hours       |
| Bug reports       | Within 2-3 business days |
| General questions | Within 2-3 business days |
| Feature requests  | No individual response   |

### Pro Subscribers

| Issue Type        | Target Response        |
| ----------------- | ---------------------- |
| Account access    | Within 4 hours         |
| Billing questions | Within 12 hours        |
| Bug reports       | Within 1 business day  |
| General questions | Within 1 business day  |
| Feature requests  | Within 2 business days |

## What Affects Response Time

### Faster Responses

* Complete information in your request
* Clear description of the issue
* Screenshots when relevant
* Pro subscription
* Simple, common issues

### Slower Responses

* Missing information (we may need to follow up)
* Complex technical issues
* High support volume periods
* Weekends and holidays
* Vague or unclear requests

## Priority Levels

We prioritize issues by severity:

### Critical (Fastest)

* Can't access account at all
* Incorrect charges/billing errors
* Security concerns

### High

* Features completely broken
* Significant data errors
* Payment issues

### Medium

* Features partially working
* Minor data discrepancies
* How-to questions

### Low

* Feature requests
* General feedback
* Non-urgent questions

## While You Wait

### Check Self-Service Resources

Many issues can be resolved immediately:

1. **Search this Support Center** - Your answer may be here
2. **Check our status page** - See if there's a known outage
3. **Try troubleshooting** - Follow our guides for common issues

### Common Quick Fixes

* [Can't log in →](/troubleshooting/cant-log-in)
* [Payment failed →](/troubleshooting/payment-failed)
* [Data not loading →](/troubleshooting/data-not-updating)
* [Not receiving emails →](/troubleshooting/not-receiving-emails)

## Checking Request Status

After submitting a request:

1. You'll receive an email confirmation with a ticket number
2. Check your email for updates
3. Reply to the email thread to add information
4. Contact us if you haven't heard back within expected timeframes

## Escalating Issues

If you haven't received a response within expected timeframes:

1. Reply to your original support email
2. Reference your ticket number
3. Note that you're following up

[Learn more about escalations →](/support/escalate)

## High Volume Periods

Response times may be longer during:

* Market volatility events
* Product launches
* After major updates
* Holiday weeks

We appreciate your patience during busy periods.

***

## Related Articles

* [How to Contact Support](/support/contact)
* [What to Include in a Support Request](/support/what-to-include)
* [Escalating an Issue](/support/escalate)