Support Ticket Policy

Everything you need to know about how support tickets work — from the moment you submit to full resolution.

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1–7

Business days to resolve

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48 hrs

Reply window before auto-close

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FCFS

First come, first served

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Step 01 — Submission

You create & submit your ticket

Fill in the ticket form with a clear subject, issue category, priority level, and a detailed description of the problem. The more detail you include upfront, the faster we can resolve it without back-and-forth.

⏱ Starts the clock

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Step 02 — Received

Ticket enters the support queue

Once submitted, your ticket is logged and enters the queue immediately. All tickets are handled on a first-come, first-served basis — no ticket jumps the line unless flagged as Critical priority.

📋 Confirmation sent to your email

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Step 03 — In Progress

AIBS team reviews & investigates

Our team reviews your ticket, investigates the issue, and works toward a resolution. Resolution time depends on complexity:

Low / Normal — typically resolved within 1–3 business days

High priority — resolved within 2–5 business days

Critical / complex — up to 7 business days

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Step 04 — Response sent

You receive an email response

The AIBS team sends a response to your ticket via email. This may include a fix, a follow-up question, or a resolution confirmation. You have 48 hours to reply if the issue requires further input from you.

⏱ 48-hour reply window begins

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Step 05 — Closed

Ticket resolved & closed

Your ticket is marked as resolved once the issue is confirmed fixed, or automatically closed if no reply is received within 48 hours of the last response. A closure confirmation is sent to your email.

🔒 Ticket archived in your account

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First come, first served

All tickets enter a single shared queue and are handled in the order they are received. The only exception is tickets marked as Critical, which are escalated to the front of the queue.

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1–7 business day resolution

Resolution timelines are based on issue complexity — not urgency alone. Including screenshots, error messages, and steps to reproduce in your ticket significantly speeds up resolution time.

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Email is the primary channel

All ticket communication happens via email. Make sure the email on your account is active and check your spam folder. Replies sent outside of the ticket thread may not be tracked.

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Reopen anytime

If your issue was auto-closed or is still unresolved, simply open a new ticket and reference your previous ticket number. Your history is always saved under your account.

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Auto-close policy — 48-hour rule

Once the AIBS support team sends a response to your ticket, a 48-hour reply window begins. If we do not receive a response from you within that window, the ticket will be automatically closed.

This policy keeps our queue moving efficiently and ensures every subscriber gets timely attention. If your issue is still unresolved after auto-close, you can always open a new ticket — your previous ticket history is preserved and referenceable.

⚠ No reply in 48 hrs = ticket auto-closed

💡 Tips for faster resolution

Include a clear subject line — e.g. "Automation not triggering after form submission" instead of just "Issue."

Attach screenshots or screen recordings showing exactly what is happening vs. what you expected.

Describe the steps to reproduce the issue so our team can replicate it on their end immediately.

Select the correct priority level — only use Critical for issues that are completely blocking your business operations.

Check your email regularly after submitting — our response starts your 48-hour reply window immediately.

What's Included in a Support Ticket?

What's Included in a Support Ticket?

1. Why You're Receiveing The Ticket Email

In this initial email, you will see a few possibilities as to why you're chat was converted into a support ticket.

These usually include:

Our support team provided you with a troubleshooting step or resolution but you did not confirm if that step resolved the issue.

Our support team asked you for additional information and did not receive it.

2. Next Steps

We outline what steps you can take to further investigate the support issue and hopefully resolve it.

3. Conversation History

The email you receive from our support team will have a full history of the original conversation you had with our support agent(s) so that you can go back and reference anything that was initially talked about during that conversation with our team.