Priority support

On Ultimate, we answer your organization's conversations first.

What changes

• We reply within four business hours, instead of one business day.
• Your conversations come first. We work through conversations by when a reply is due, and a priority conversation is due sooner.
• Business hours are the same for everyone: Monday to Friday, 09:00–18:00 Central European time. A message sent on Friday evening is due on Monday morning.

How it applies

• Priority comes from your organization's plan when you write. A conversation you start, or answer, after your plan includes priority support is a priority conversation; the support panel shows when we will reply by.
• It covers every member of the organization who writes to us from the dashboard.
• Messages that don't name your organization — from someone who isn't signed in, or by email from an address we can't tie to your account — get the standard reply time.

To move to a plan with priority support, see Subscribe or change your plan. How to write to us: Support.