When to open support
Open a ticket when help articles and Diagnostics screens did not fix the issue. Billing, integration outage, and suspected data loss are in scope.
For operational how-to questions, check training articles first. Host-training and first-service-checklist.
What should I include in a support ticket?
Pick category under Help → Support Request: Widget, SMS, Billing, Integration, or Other. Venue slug auto-fills, in multi-venue pick the right branch. Use a specific subject. "Widget blank, domain added" beats generic "not working".
Describe what you did and what you expected, step by step. Attach a screenshot or short video. For widget issues include browser and device; for SMS or booking errors include log ID or reservation ID.
Priority and response times
Starter and Pro: first response target 1 business day. Enterprise: 4 business hour SLA, see plan-upgrade for Enterprise detail.
Full platform outage is P1; widget issue affecting only your site may be P3.
After submitting
Email thread includes ticket number. Do not open duplicate tickets, reply on the thread.
Mark Resolved when fixed; reopened issues can continue on the same number.
Urgent operational issues
During service with double booking or total SMS failure, add note "Urgent, service in progress".
Apply temporary fixes from double-booking and sms-troubleshoot articles; support provides permanent fix.