Standard plans receive a first response within 24 hours on business days. Priority accounts get a reply within 4 hours, and critical incidents affecting production workflows are escalated to a senior engineer within 1 hour. Your plan details are listed on the services page.

You can reach us by email at info@ushilo.com or by phone at 5530.7756 during business hours (AEST, Monday to Friday). For non-urgent questions, the in-app chat widget is the fastest way to log a ticket and attach workflow logs or screenshots.

Open the affected workflow in FlowDesk, use the "Report issue" button in the run history, and include the execution ID. This automatically attaches the relevant logs to your ticket. If the failure blocks a critical process, call 5530.7756 and mention the execution ID to get immediate triage.

Yes. The FAQ below covers common questions about billing, permissions, and integrations. For deeper guides on automation triggers, resource tagging, and board setup, browse the articles in the blog section. Most routine questions are answered there without needing to open a ticket.

Enterprise agreements include a named support engineer and a direct phone line. Your account manager will share those details during onboarding. For existing enterprise customers, the dedicated line is listed in the admin console under "Support contacts".

You receive an automatic confirmation with a ticket ID. The team triages the issue based on severity and impact. You'll get updates at each stage, and once resolved, the ticket is closed with a summary of the root cause and any preventive measures applied.