Support Services - Access, Response Times and Availability
Overview
At AIRank PRO, we understand the importance of timely support for our valued clients. This page outlines our support service levels and typical response times.
Support Hours
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Normal Business Hours (Monday to Friday, 9:00 AM - 5:00 PM EST)
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After Business Hours (Weekends and Public Holidays)
Accessing Support Channels
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Ticket System Access help.airankpro.com (Login credentials provided to clients during onboarding)
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Phone (contact number provided to Max and Enterprise Plan clients during onboarding)
Typical Response Times (Service-Level Dependent)
| Urgent | Non-Urgent | |
|---|---|---|
| Starter | Next Business Day | Next Business Day |
| PRO | Same Business Day | Next Business Day |
| Max | 4 hours or less | Same Business Day |
| Enterprise | 2 hours or less | Same Business Day |
Support Request Handling
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Urgent Issues (e.g., service downtime, critical errors): Starter (email response), PRO (ticket response), Max or Enterprise clients (phone, unless ticket response requested)
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Non-Urgent Issues (e.g., general inquiries, feature requests): Starter (email response), PRO (ticket response). Max or Enterprise clients (phone or ticket at their preference)
How to Ensure the Fastest Response
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Clearly describe your issue or question in your initial support request
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Provide relevant account information (including contact details)
Contact Us for Support
If you have any questions or concerns not addressed here, please don't hesitate to reach out. We're here to help.