Support policy

Uptick supports our global customers around the clock with multiple ways of getting in touch.

All Uptick products include free organisation-wide support. This support policy defines our approach to support, how you can request support and any limitations to the support offered. You agree to abide by the terms of this policy when engaging with our support team.

In-product support

Support is available on any page within the Uptick web application or on the support screen of the Uptick mobile app. When requesting help through the product, your contact details will be shared with our customer support team. Our response time is typically 30 minutes.

Email support

For more general support queries, or if you'd like to request additional training, send us an email: support@uptickhq.com

Phone support

Failing all other options, phone support is available to all licensed users, however we strongly recommend only using it for high-priority incidents. Our industry-trained support staff are available, covering all business hours across Australia, New Zealand, North America, the UK and Ireland.

Though we discourage reaching out us over the phone in the first instance, our support staff may choose to call you directly if we feel an issue will be better solved this way.