Support

Last updated: 16 July 2026

1. Support Channels

We offer the following support channels:

Email: support@site-flowapp.com
In-app help centre: Access documentation, guides, and FAQs directly within the platform

2. Support Hours

Our support team is available Monday to Friday, 9:00 AM – 5:00 PM GMT (excluding UK public holidays). Requests received outside of these hours will be addressed on the next business day.

3. Response Times

Response times depend on your subscription plan:

Starter: Up to 24 hours
Professional: Up to 8 business hours
Enterprise: Up to 4 hours + dedicated account manager

These are target response times, not resolution times. Complex issues may take longer to resolve, and we will keep you informed of progress.

4. What to Include in Your Request

To help us resolve your issue as quickly as possible, please include:

Your account email address and organisation name
A clear description of the issue or question
Steps to reproduce the problem (if applicable)
Screenshots or screen recordings showing the issue
The browser and device you are using

5. System Status

If you are experiencing issues accessing the platform, please check our system status page for any known outages or scheduled maintenance before contacting support.

6. Emergency & Critical Issues

For critical issues affecting your entire organisation's ability to use the platform, please mark your email with “URGENT” in the subject line. Enterprise customers should contact their dedicated account manager directly.