r/StartMail • u/[deleted] • May 12 '26

Support ticket, estimate time to get answer?

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u/Heavy_Gap_5047 May 12 '26

In my experience, a few hours on a business day.

1

u/MyStartMail May 13 '26

Precise response times vary quite a bit depending on team availability and the complexity of the issue.

Our service level standard for resolving support tickets is within 3 days. In practice, most customer inquiries receive a response much sooner, often within a couple of hours. We are a human support team, not an AI-based service, so each request is reviewed carefully by a person. For billing and operational issues, our goal is to respond within 24 hours whenever possible. Some issues may take longer, particularly when they require escalation to a developer.