At Hansen360, we are committed to providing timely and effective support. This article outlines our support hours and typical response times, so you know what to expect when reaching out to us.
Support Hours
Standard Support Hours:
Monday to Friday — 9:00 AM to 6:00 PM (EST)Weekends & Holidays:
Tickets can still be submitted anytime, but responses may be delayed until the next business day.
Response Times
Our response time depends on the priority level selected when submitting your ticket:
Low Priority (General Questions): Within 24–48 business hours
Medium Priority (Minor Issues): Within 24 business hours
High Priority (Major Issues): Within 8 business hours
Urgent (Critical Impact): Within 4 business hours
Escalations
If your issue is not resolved within the expected timeframe, you can escalate it by:
Replying to your existing ticket and requesting escalation.
Or contacting us directly at support@hansen360.com with your ticket ID.
Pro Tip: Clearly set the right priority when creating a ticket. This ensures your request is routed appropriately and resolved faster.
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