Contacting support
For any questions, issues, or feedback, please contact the Athean support team via email at support@athean.com. Our team is here to help with any concerns you may have regarding our application.
Support hours
We provide support during the following hours:
Monday to Friday: 9:00 AM – 5:00 PM (Pacific Time)
Response time SLA
We strive to provide timely assistance to all our customers. Below are our target response and resolution times based on the nature of the issue:
| Priority | Initial Response | Resolution/Update |
|---|---|---|
| Critical (e.g., system outages) | Within 1 business hour | Every 4 business hours until resolved |
| High (e.g., significant functionality impact) | Within 4 business hours | Every 8 business hours |
| Medium (e.g., minor functionality impact) | Within 1 business day | Every 3 business days |
| Low (e.g., general inquiries or feature requests) | Within 2 business days | Timeline provided after assessment |
Status updates
All important updates, including service disruptions, planned maintenance, and critical resolutions, will be communicated to our active customers via email. To ensure you receive updates, please verify that your organization's email system allows emails from support@athean.com and keep your contact details with us up to date.
Feedback and improvements
We value your feedback and encourage you to share your thoughts on how we can improve your experience. Please include any suggestions in your emails to support@athean.com.
We are committed to providing reliable and efficient support to ensure your success with Athean. Thank you for partnering with us.