Continu's standard support response times, hours of operation, and what to expect when you open a support ticket.
This article describes the standard support terms for Continu customers. If your organization has purchased the Continu Enterprise Support Plan, additional terms apply — consult your specific agreement for those.
For the legal Service Level Agreement that governs your contract, see your Continu Agreement Terms (the contractual document, not this article). This article is operational: what to expect day-to-day.
Standard Time to First Response
When you open a support ticket, Continu prioritizes based on the impact described. The first response time is measured from when the ticket is logged during support hours.
| Priority | Description | First Response Time |
|---|---|---|
| Critical | All users cannot access the system | Within 1 Business Hour |
| Urgent | Some users cannot access the system | Within 2 Business Hours |
| Normal | Single-user access error or troubleshooting | Within 4 Business Hours |
Enterprise Support
If your organization has purchased the Continu Enterprise Support Plan, your response times and SLA terms may be faster than the standard. Consult your Enterprise Support agreement for the specifics.
Support Hours
Monday through Friday, 10:00 AM to 8:00 PM Eastern Time.
Outside of these hours, the Continu Help Center (this site) remains available 24/7. You can submit a ticket at any time — tickets logged outside business hours receive a response on the next business day.
How to Open a Support Ticket
1. Go to the Continu Help Center.
2. Click Submit a Request in the top navigation.
3. Fill out the form — include as much detail as possible (description, what you tried, console logs if relevant, screenshots).
4. Submit. You'll receive a confirmation email with your ticket number.
For a quick response, include: your organization's Continu URL, your user role, what you were trying to do, what actually happened, and any error messages. See How To Find Console Logs for capturing browser diagnostics.
Track Your Tickets
Once you've submitted tickets, you can track them from the Help Center. See Accessing Your Continu Support Tickets From The Help Center.
See Also
- Accessing Your Continu Support Tickets From The Help Center — track your support requests.
- How To Find Console Logs — capture diagnostics for faster resolution.
- Submit a Product Idea — for feature requests, not bug reports.
Standard response: 1 hour critical, 2 hours urgent, 4 hours normal — during business hours (Mon-Fri 10am-8pm ET). Enterprise terms may be faster — check your agreement.