What support is provided with Setyl?

All Setyl customers have access to our support team, regardless of package.

Support hours

Our support team is available from 9:00am to 5:00pm UK time, Monday to Friday, excluding public holidays in England.

How to get support

Support Center: the first place to look is our Support Center, where you'll find step-by-step guides for all areas of Setyl.
Live chat: send us a message using the live chat in Setyl or at the bottom of the screen.
Email: email us at hello@setyl.com.

Response times

We prioritize requests by their impact and aim to give an initial response within these targets, measured during support hours:

P1 Critical: Setyl is substantially unavailable, or a major function is unusable with no workaround, affecting most users. Initial response within 4 support hours.
P2 High: a significant function is impaired, or the workaround is burdensome. Initial response within 8 support hours.
P3 Medium: a minor function is impaired, or a non-critical issue affects some users. Initial response within 2 business days.
P4 Low: a general question, cosmetic issue or feature request. Initial response within 3 business days.

These are targets rather than guarantees. To help us resolve your request quickly, please include a clear description of the problem, the steps to reproduce it, the users affected, and any error messages or screenshots.

Service status

You can check the current status of Setyl, including incidents and scheduled maintenance, at status.setyl.com.

Full details are in our Service Level Agreement & Support Policy.