We aim to resolve most issues within a single reply. Choose the channel that fits your situation and include as much context as possible so we can help quickly.
Before you reach out
A little preparation helps us dive straight into the solution.
Grab the basics
Note the screen or URL, the action you were taking, and any error message you saw.
Collect evidence
Screenshots, short screen recordings, or logs help us reproduce the issue on your behalf.
List who’s affected
Tell us if the problem hits all users, a single technician, or one customer—triage becomes much faster.
Support channels
Pick whichever channel matches the urgency of your issue.
Replies within two UK business hours (Monday–Friday, 8am–6pm GMT).
Best for:
Best for troubleshooting, attaching evidence, or sharing logs/CSV exports.
Status page
Live uptime information and incident history.
Best for:
Check before raising issues about performance or availability.
Billing
Finance replies within two UK business hours.
Best for:
Use this when Stripe payments fail, trials expire, or PAT tools report 402 BILLING_SUSPENDED.
Priority guidelines
Standard
Reply within two business hours.
- Feature questions
- Scheduling or invoice guidance
- How-to support
High
Immediate triage—email with “High priority” in the subject and include screenshots/error IDs.
- Multiple customers can’t pay
- You can’t access the dashboard
- Bookings failing during business hours
Critical
Email and call your success manager (if assigned). We escalate within minutes.
- Complete outage
- Security incident
Information that helps us help you
- Describe what you were trying to do and the exact screen or URL.
- Attach screenshots or short screen recordings when possible.
- Include timestamps, customer names, invoice/job IDs, and any relevant error messages.
- Let us know if the issue affects all users or specific devices/browsers.
- If you saw 402 BILLING_SUSPENDED, mention whether the trial expired or a payment failed so finance can unblock you fast.
Need a quick refresher on product changes? Check the release notes. For urgent financial issues (payouts or billing), copy billing@toolfy.io so both teams see it.