Contact Support
We're here to help! Choose the best way to reach our support team.
Support Channels
💬 Live Chat
The fastest way to get help.
- Available: Monday-Friday, 9 AM - 6 PM EST - Response time: Usually within 5 minutes - Access: Click the chat bubble in the bottom-right corner of any page
📧 Email Support
For detailed inquiries or when chat is offline.
- Email: [email protected] - Response time: Within 24 hours - Best for: Complex issues, feature requests, billing questions
⚡ Priority Support
Available for Enterprise customers.
- Channel: Priority live chat and email, with a dedicated contact - Hours: Monday–Friday, 9 AM – 6 PM CET - Best for: Urgent issues, account problems
🎫 Support Tickets
Track your support requests.
- Portal: support.heyweek.com - Response time: Within 24-48 hours - Best for: Bug reports, feature requests
Before Contacting Support
To help us assist you faster:
1. Check Existing Resources
- 📚 FAQ - Answers to common questions - 🔧 Troubleshooting Guide - Solutions to known issues - 📖 Documentation - Complete feature guides
2. Gather Information
When contacting support, please provide:
- Account details - Workspace name - Your email address - User role
- Issue description - What were you trying to do? - What happened instead? - When did it start?
- Technical details - Browser and version - Operating system - Device type - Screenshots or screen recordings
- Error messages - Exact error text - Error codes if any - Console errors (for technical issues)
Response Times
| Plan | Live Chat | Phone | |
| Free | 1 hour | 48 hours | - |
| Starter | 30 minutes | 24 hours | - |
| Professional | 15 minutes | 12 hours | - |
| Enterprise | 5 minutes | 4 hours | Available |
Emergency Support
For critical issues affecting your business:
What qualifies as an emergency?
- Complete system outage - Data loss or corruption - Security breaches - Billing issues preventing access
How to report emergencies
Enterprise customers: - Email your dedicated contact, or use priority live chat - We aim to respond to critical issues as fast as possible
Other plans: - Email: [email protected] - Subject line: "URGENT: [Brief description]"
Community Support
Connect with other Heyweek users:
🐦 Twitter/X
- Handle: @heyweek - Best for: Quick questions, updates - Response time: Within 24 hours
- Page: linkedin.com/company/heyweek - Best for: Business inquiries, partnerships
Feedback & Feature Requests
We love hearing from our users!
Submit Feedback
- Email: [email protected] - Forum: feedback.heyweek.com - In-app: Settings → Feedback
Feature Requests
- Vote on existing requests - Submit new ideas - Track implementation status
Office Hours
Support Team Availability
Regular Hours: - Monday-Friday: 9 AM - 6 PM EST - Saturday: 10 AM - 2 PM EST (Email only) - Sunday: Closed
Holidays: We observe major US holidays.
Escalation Process
If your issue isn't resolved:
1. Request escalation in your support conversation
- Provide ticket number from initial contact
- Explain why escalation is needed
- Manager review within 24 hours
Service Level Agreement (SLA)
Enterprise Customers
- First response: 4 hours
Professional Customers
- First response: 12 hours - Resolution time: 48 hours - Uptime guarantee: 99.5%
Training & Onboarding
Free Resources
- Getting started guide - Video tutorials - Webinars (monthly) - Knowledge base articles
Premium Training
Available for Professional and Enterprise plans:
- Personalized onboarding sessions - Custom training programs - Team workshops - Admin training
---
Can't find what you need? Our support team is just a message away. We're committed to helping you succeed with Heyweek!