Contact & Support
How to Reach Support
All the ways to get help from the Zelosify support team.
| Channel | Availability | Response Time | Best For |
|---|
| Email | 24/7 | < 24 hours (business days) | Non-urgent issues, detailed questions |
| Live Chat | Mon-Fri, 9am-6pm ET | < 5 minutes | Quick questions, immediate help (powered by Tawk.to proxy) |
| In-App Help | 24/7 | Self-service + escalation | Finding answers, submitting tickets |
| Dedicated CSM | Enterprise only | Same business day | Strategic guidance, account reviews |
- Standard support: Monday – Friday, 9:00 AM – 6:00 PM ET
- Enterprise support: Monday – Friday, 6:00 AM – 10:00 PM ET
- Critical incidents (P1): 24/7
| Priority | Time |
|---|
| P1 (Critical) | 2 hours |
| P2 (High) | 4 hours |
| P3 (Medium) | 24 hours |
| P4 (Low) | 48 hours |
| Priority | Definition | Example |
|---|
| P1 — Critical | Platform completely unavailable or data loss | Cannot sign in; e-signatures not delivering; data missing |
| P2 — High | Major feature broken, no workaround | AI features not responding; PDF upload failing for all files |
| P3 — Medium | Feature impaired but workaround exists | Slow search; one specific report not loading |
| P4 — Low | Minor issue, cosmetic, or question | UI alignment issue; how-to question; feature request |
