1. Getting support
Email hello@mailtoucan.com or use the form on our Support page. Include your account email, location and a description of the issue, plus screenshots where helpful.
2. Support hours
Support is provided by email on business days (Monday to Friday, excluding public holidays). Because we serve customers worldwide, we aim to respond across time zones; urgent issues are triaged first.
3. Response targets
| Priority | Definition | First-response target |
|---|---|---|
| Critical | Service unavailable or data at risk for many users | 4 business hours |
| High | Major feature unavailable, no workaround | 1 business day |
| Normal | Partial issue or question with a workaround | 2 business days |
| Low | Feature requests and general enquiries | 5 business days |
These are targets, not guarantees of resolution time.
4. What’s included
Technical support is included on every plan. Flocking adds priority email support; Full Flock adds phone and priority support and a dedicated onboarding session. Training, custom development and consulting are outside standard support.
5. Customer responsibilities
Provide accurate information, a named contact, and reasonable access to affected systems (for example your WiFi configuration) to reproduce issues.
6. Maintenance and exclusions
We may perform scheduled maintenance, with notice where practical. Support targets do not apply to issues caused by third-party networks or hardware, your own configuration, or events beyond our reasonable control.
Questions? Contact hello@mailtoucan.com. See all legal documents.