Support Hours and Response Times
Overview
AllAccessible support is a small, US-based team of the people who build the product. This article explains when live chat is staffed, how quickly you can expect a reply, what to include so we can fix things on the first pass, and what our AI assistant handles around the clock.
Who This Is For
Anyone deciding whether to use chat, email, or the help center
Customers waiting on a reply and wondering what the expected turnaround is
Agencies and partners setting expectations with their own clients
What You'll Learn
When live chat is staffed
Our response-time commitment for each plan
What happens when you write to us outside support hours
What to include in a message so we can resolve it quickly
Support Hours
Channel | Hours |
Live chat (dashboard and website) | Monday to Friday, 8:00 AM to 6:00 PM Eastern Time (US) |
Email ([email protected]) | Read and answered during the same hours |
AI assistant in chat | 24 hours a day, 7 days a week |
Help center | Always available |
US federal holidays are not staffed. Messages sent on a holiday or weekend are picked up the next business morning.
Live chat is staffed, but it is not instant. Chat messages land in the same queue as email and are answered in order. Starting a chat does not open a real-time session with someone waiting on the other end.
Response Times
Our commitment is the time to a reply from a person, not the time to a resolution. Most issues are resolved in that first reply; some need a fix on our side and we tell you when to expect it.
Plan | First human reply |
Free | Best effort, normally within 2 business days |
Starter (including the 7-day trial) | Within 1 business day |
Pro and Agency | Within 1 business day, ahead of Starter in the queue |
Enterprise | As set in your agreement |
Site-breaking problems go to the front of the queue regardless of plan. If the widget is not loading, your site layout is broken by the widget, or a visitor cannot use your site because of something we did, tell us that in the first line of your message.
"Business day" means Monday to Friday, 8:00 AM to 6:00 PM Eastern Time, excluding US federal holidays. A message sent at 5:30 PM on a Friday is answered on Monday.
Why Not 24/7?
AllAccessible starts at $10 a month and we keep it that way by staying a small team. Rather than route you to an outsourced call center that reads from a script, your message is answered by someone who can look at your account, read the logs for your site, and ship a fix if one is needed. The trade-off is that the same people are not online at 3 AM.
If you need guaranteed around-the-clock coverage or a response measured in minutes, that is available on an Enterprise agreement. Contact us to discuss it.
Outside Support Hours
When you message us outside staffed hours:
Our AI assistant answers immediately using the articles in this help center. It can walk you through installation, billing, widget settings, and most "how do I" questions.
If the assistant cannot resolve it, your message is queued for the team. You will see an expected reply time in the chat window.
A person replies the next business morning.
The assistant is good at the help center and not good at diagnosing your specific site. If it suggests clearing your cache or resetting the plugin and that does not help, reply "talk to a person" and leave the message in the queue. Do not keep repeating the steps.
What to Include
The fastest replies come from messages we can act on without asking a follow-up question. Include:
Your site URL (the exact page, if it is page-specific)
What you did, what you expected, and what happened — one sentence each is enough
Where you were — the dashboard, the WordPress plugin, the Shopify app, or your live site
A screenshot of any error or unexpected screen
Whether it is urgent — if your site is affected for visitors, say so
You do not need to send your password. We never ask for it.
Frequently Asked Questions
Q: I started a chat and nobody answered. Did it go through?
A: Yes. Chat messages queue the same way email does and are answered in order during staffed hours. You will get an email copy of the reply, so you do not need to keep the chat window open.
Q: Does the free trial get the same support?
A: Yes. The trial is the full Starter plan, including the 1-business-day response commitment.
Q: I am an agency with several client sites. Do I get faster support?
A: Agency plans are answered ahead of Starter in the queue, within 1 business day. Include the client site URL in your message so we go straight to the right account.
Q: Can I schedule a call?
A: Calls are available for Enterprise customers and for partner onboarding. For everything else, chat and email let us look at your site and reply with specifics, and they are usually faster than finding a meeting slot.
Q: Where is the team based?
A: In the United States. Support is answered in English.
Related Articles
Your 7-Day Free Trial - What the trial includes
Widget Not Appearing Troubleshooting - Checks to run before contacting us
Approving Agentic AI Fixes - Including what to send if a fix is not showing
Last Updated: October 2026