Opening hours
Support availability
Mon–Fri 07:00–18:00, Sat–Sun 09:00–12:00
During support hours we aim to respond as quickly as possible. High workloads, platform updates or incident response may occasionally delay replies — we will always acknowledge urgent issues promptly.
Response targets
Critical
Platform outage, payment failure affecting multiple bookings, or safeguarding-related account access
Target: Within 4 hours during support hours
High
Single-provider payment issues, unable to access dashboard, or data export needed urgently
Target: Within 1 working day
Normal
General questions, feature guidance, billing queries and non-urgent requests
Target: Within 2 working days
Enterprise plans may include enhanced SLAs as part of your agreement.
Outside support hours
You can still submit requests via Contact or the in-app support bubble. Non-urgent messages received outside hours are queued for the next available support window. Critical incidents affecting platform availability are monitored separately — see System status.
Request a callback
Prefer a phone call? Use Request callback and we will ring you back during support hours.