How quickly do you respond to support requests?

At up1, we attach great importance to efficient and prompt support to ensure that your requests are processed as quickly as possible. Here are some important aspects of our response times to support requests:

1. Standard response times

• Urgent requests: For critical support requests that significantly impact the operation of your application, we have a response time of less than 2 hours.
• Regular requests: For less urgent requests, but which should be dealt with promptly, our response time is within 24 hours.

2. Support channels

• Email support: You can contact us by email at any time and we will ensure that your request is dealt with promptly.
• Live Chat: For immediate assistance, we offer a live chat service that allows you to communicate directly with our support team.
• Telephone support: For urgent matters, you can also contact us by phone for immediate support.

3. Prioritization of requests

• Request prioritization: All incoming requests are prioritized by urgency and impact to your business so that critical issues receive immediate attention.
• Transparent communication: Upon receipt of your request, you will receive confirmation and an estimate of when you can expect a resolution.

4. Support during business hours

• Regular business hours: Our team is available during regular business hours (e.g. Monday through Friday, 9:00 a.m. to 5:00 p.m.) to handle inquiries.
• Extended support: Upon request, we also offer extended support outside of regular business hours to ensure you get the help you need.

5. Follow-up and feedback

• Follow-up: After your concern has been addressed, we will conduct follow-up conversations to ensure that the issue is fully resolved and you are satisfied with the support provided.
• Collect feedback: We value your feedback and use it to continuously improve our support services.

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Conclusion:

At up1, we guarantee fast and efficient response times to support requests to ensure your concerns are dealt with in a timely manner. We offer various support channels, including email, live chat and telephone support, and have clear response times for both urgent and regular requests. Your satisfaction and the smooth functioning of your application are our top priority.