Support commitments
Every plan gets the community forum. Private ticket support starts at Pro — Free and Starter pay for product, not for our time.
The commitment below is a first response, not a resolution. It is what the Support tickets page shows you, and what the staff queue is ordered by.
| Plan | Tier | First response | Named success manager |
|---|---|---|---|
| Free | Community | Forum only | — |
| Starter | Community | Forum only | — |
| Pro | Standard | 7–14 business days | — |
| Business | Business | 4–6 business days | — |
| Scale | Business | 4–6 business days | — |
| Advanced | Business | 4–6 business days | — |
| Agency | Priority | 1–3 business days | — |
| Enterprise | Dedicated | 24–48 hours | Yes |
Why Enterprise is in hours, not business days
It is the point of the tier. 24–48 clock hours runs through a weekend; "1–3 business days" does not. Read as business hours the Enterprise window would be 3–6 business days, which would make it slower than Agency above and invert the ladder.
There is a test asserting the ladder stays monotonic, so this cannot quietly regress into the wrong order.
What starts and stops the clock
- The clock starts when you open the ticket.
- It stops on the first reply from the Aglyn team — write-once, so a later staff message does not reset or re-stamp it.
- A reply from you does not stop it. If we have not answered yet, the commitment is still running.
Where to see it
Organization → Support → Support tickets, reached from Support in the org tabs or in your account menu. On a plan that carries tickets that is where Support opens; on Free and Starter it opens on the forum, with a link across. The page states your own commitment rather than a generic promise, so what you read there is what your plan actually carries.
Your plan is per organization. If you belong to more than one, the commitment follows the workspace you are looking at — not your account.