Service levels
What to expect from us.
How fast you hear from a person, how chat works, and what we aim for on uptime, on each plan.
First reply by a person
Standard
8 business hours.
Plus
4 business hours.
Enterprise
15 minutes during US business hours, and by the next business morning after hours.
Chat
Chat is answered by an AI support assistant, 24 hours a day, every day. It is an AI assistant, not a person. A person also covers chat during US business hours.
Uptime
We aim for 99.9% uptime on every plan. On Enterprise, 99.9% is a commitment, with service credits if we miss it.
Each part of the service
- The app
- The web app and the phone app are covered by the uptime level above.
- Mail sync freshness
- New mail and Slack messages arrive as they are sent, with a safety check every five minutes.
- AI features
- Best effort. Summaries and suggested replies depend on an AI provider, so they can be slower or briefly unavailable.
- Outside services
- Gmail, Google Calendar, Slack and the other services you connect depend on those providers. If one of them has a problem, we cannot fix it for them. On Enterprise, a dedicated support rep works the issue with you and the provider.
Fine print
- Reply times are for the first reply from a person. They are not the time to a fix.
- On Standard and Plus, 99.9% uptime is a target, not a commitment. Only Enterprise has a commitment, with service credits.
- AI features are best effort on every plan.
- Outside services are outside our control, on every plan.
Questions about a plan? Talk to us.