Priority support
How the Ops plan's 1-business-day first-response commitment works and how to reach it.
The Ops plan includes priority support: a commitment to a first response within one business day on any request you send us. It is the same team and the same channel as every other plan — Ops requests are simply routed ahead of the queue.
How to use it
Email [email protected] and keep [priority] in the subject line. That tag is what moves your message to the front. You can also open this from Settings → Billing, where the Priority support card fills in the subject for you.
Include your store domain and, where it helps, the recall case, report, or serial you are asking about — it lets us answer in one reply instead of a round trip.
What the commitment is — and isn't
- First response within one business day. That is the time to a human reply, not a promise that every issue is resolved in that window; complex investigations can take longer, and we will tell you where things stand.
- Business days. Weekends and public holidays are not counted.
- Not a separate ticketing system or live chat. Priority support is a routing and response commitment, deliberately scoped so we can keep it reliably rather than over-promise. If your volume ever outgrows email, tell us — that is exactly the signal we would act on.
Downgrading from Ops removes the priority routing, but never your data or your access to standard support.
Was this article helpful?
Let us know — your feedback helps us improve our documentation.