We offer live chat support with a User Support Specialist:
Monday to Friday 8am to 8pm
Saturdays 9am to 5pm
Sundays/ Bank Holidays 9am - 1pm
Our live chats have a < 5-minute response time and an average user chat satisfaction score of over 95% 🎉
Alternatively, a user can contact firstname.lastname@example.org with an out-of-hours request 🕜
Any requests made via our live chat (via the icon on the bottom right-hand side of our website) outside of those hours will be picked up at 8 or 9am on the next working day.
We have monitoring channels that notify our team of a service-related incident instantly. Our team will then rapidly respond, following our Service Incident Checklist, and contact all affected users.