Contact Your Company Support
Learn Your Company support hours, severity levels, and what to include for a faster resolution.
Workspace members can open Help > Contact Support in Your Company. This creates a secure ticket linked to the current Workspace. If you cannot sign in, email support@your-company.example from your invited work address.
Support hours
Standard support is available Monday through Friday, 6:00 a.m. to 6:00 p.m. Pacific Time, excluding published company holidays. Severity 1 incidents are monitored at all times for contracted production Workspaces.
Severity levels
| Severity | Use when | Initial response target |
|---|---|---|
| 1, Critical | The production Workspace is unavailable, or active signature and negotiation work is broadly blocked. | 30 minutes |
| 2, High | A core workflow is unavailable for multiple members with no reasonable workaround. | 2 business hours |
| 3, Normal | A feature behaves incorrectly, but work can continue. | 1 business day |
| 4, Question | You need product guidance or want to suggest an improvement. | 2 business days |
Response targets indicate when investigation begins, not when an issue will be resolved.
What to include
- Workspace name and Matter identifier, if applicable
- What you expected and what happened instead
- Exact time of the most recent occurrence, including time zone
- Browser and operating system
- Error code and a screenshot with confidential contract text hidden
- Steps that reliably reproduce the issue