FullStory Support Hours & Response Times

Support Hours

FullStory email support is available Monday through Friday, 8:00 AM to 8:00 PM Eastern Time. We're closed on the following US holidays:

  • New Year's Day - January 1
  • Martin Luther King Jr. Day - Third Monday in January
  • Memorial Day - Last Monday in May
  • US Independence Day - July 4
  • Labor Day - First Monday in September
  • Thanksgiving - Fourth Thursday in November
  • Christmas Eve - December 24
  • Christmas - December 25
  • New Year's Eve - December 31

When a holiday falls on Saturday, we will be closed on the preceding Friday. When a holiday falls on Sunday, we'll be closed on the following Monday.

Response Times and Service Level Agreements (SLAs) 

After you create a support ticket, your ticket will automatically be placed on an SLA policy based on your FullStory plan. You can refer to the chart below to understand how each of our Support tiers and response time targets are defined.

Support Tiers Description Response Times
Tier 1 All customers with qualifying contract terms Within 4 business hours
Tier 2 All paying customers Within 1 business day
Tier 3 All customers on our Freemium plans Within 2 business days

 

Note: To ensure the quickest response and resolution times, please reach out to FullStory Support using the email address associated with your FullStory login.

FullStory Support's Approach to Technical Escalations

If you are experiencing a product bug or implementation issue, you will be introduced to a dedicated Support Engineer. At this time, all customers who have purchased a plan that includes FullStory for Mobile Apps will be assigned to a dedicated Support Engineer when contacting support about Mobile Apps recording questions. 

Your Support Engineer is responsible for understanding the issue you’re encountering, as well as working closely with our FullStory Engineering team to provide a resolution. This 1:1 ownership of your support ticket ensures a consistent experience and quick resolution. As a result, once you’ve been connected with a dedicated Support Engineer to work with, you can expect response times within 1 business day or less for all customers.

Phone Support

The primary method of communication with FullStory Support is conducted through email. However, there may be times when a Support Engineer will suggest jumping on a call to chat through a more technical issue. 

While paying customers can always request a call, should you feel that one is necessary, it is ultimately at the discretion of our Support Engineers to evaluate the call request and identify if there is sufficient information about the issue in the Support ticket to conduct a successful technical call at that time.

If a call is necessary, your Support Engineer will provide you with a one-time scheduling link via Calendly. 

Looking for help understanding how to use FullStory? Head over to our Level Up with FullStory page for on demand training videos, hands-on learning modules and Customer Success Office Hours.

Need to get in touch with us?

The FullStory Team awaits your every question.

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