Our Support Response Times
We aim to provide fast and reliable assistance for all support requests. This article explains how and when our team is available.
Standard Support Hours
| Support Days | Available Hours |
|---|---|
| Monday to Friday | 7 AM - 7 PM |
| Saturday | 9 AM - 3 PM |
| Sundays & Holidays | CLOSED |
* If issues are deemed critical, causing downtime, the issue will be addressed outside of regular support hours.
Response Time Expectations
Initial response: Within 24 hours of receiving your request.
Resolution time: Depends on the complexity of the issue. Straightforward requests are often resolved in the first reply. More complex technical matters may require additional time.
NOTE: To ensure you receive the correct prioritization of your issue, we only accept support requests submitted using the methods described above. We won’t be able to reply or act using any other method.
Priority Issues
Critical service-impacting issues are prioritized. If your service is down or severely affected, please mark your ticket as urgent so our team can triage it accordingly.
How to Reach Us
All support requests must be submitted via our online web app at edgestrike.ca or email support@edgestrike.ca. Be sure to include as much detail as possible—screenshots, error messages, and steps taken—so we can resolve your issue quickly.
