FullStory Support Hours & Response Times

Support Hours

Our global Support team is committed to providing you with the best support possible so that you can focus on achieving your DX goals. FullStory email support is available during the following regional business hours, which are set based on your company's business address:

  • North and South America: 8:00am to 8:00pm EST/EDT Monday through Friday
  • Europe, the Middle East, and Africa: 9:00am to 5:00pm GMT/BST Monday through Friday
  • Asia Pacific (including Australia): 9:00am to 5:00pm AEST/AEDT Monday through Friday

FullStory observes a company-wide closure during the week between Christmas Day and New Year's Day, in addition to the following local holidays.

North and South America:

  • New Year’s Day
  • Martin Luther King Day
  • President’s Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Indigenous People's Day
  • Veterans Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas Day

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.

Europe, the Middle East, and Africa:

  • New Year’s Day
  • Good Friday
  • Easter Monday
  • Early May Bank Holiday
  • Spring Bank Holiday
  • Summer Bank Holiday
  • Christmas Day
  • Boxing Day

When a holiday falls on a Saturday or a Sunday, we will be closed on the following Monday.

Asia Pacific (including Australia):

  • New Year’s Day
  • Australia Day
  • Canberra Day
  • Good Friday
  • Easter Monday
  • ANZAC Day
  • Reconciliation Day
  • Queen’s Birthday
  • Labour Day
  • Christmas Day
  • Boxing Day

When a holiday falls on a Saturday or a Sunday, we will be closed on the following Monday.

During closures, we will conduct regular inbox check-ins to address time-sensitive issues.

Interested in 24/7 x 365 Critical Support? Reach out to your account representative to discuss our Premium Support add-on.

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
Premium Support  24/7 x 365 critical support add-on

Severity 1: 2 calendar hours

Severity 2: 4 calendar hours

 

Within 8 business hours for all other issues

Tier 1 All customers with qualifying contract terms Within 8 business hours
Tier 2 All paying customers Within 1 business day
Tier 3 All customers on our FullStory Free plan 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 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 and Video Support

The primary method of communication with FullStory Support is conducted through email. However, there may be times when FullStory Support 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 FullStory Support 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 contact 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 and hands-on learning modules. 

Need to get in touch with us?

The FullStory Team awaits your every question.

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