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Customer Service

How we support our partners — the process behind every request, how fast we aim to respond, and the hours we're here.

We treat every request as a tracked case and stay on it until it's resolved. Here's how our support works, in plain English — the process behind every request, the hours we're available, and the targets we hold ourselves to.

How support works Who we support Support hours Response targets Ways to reach us

How support works

Every request becomes a tracked support ticket — nothing lives only in someone's inbox. Our support team is your first point of contact, and from there we route and escalate each case to the right team based on what it needs, keeping ownership until it's fully resolved.

1

You reach out

Open a request by email, the contact form, or live chat. You'll get a confirmation that we have it.

2

We log & triage

We open a tracked ticket, set its priority, and confirm anything we need from you to move fast.

3

We route to the right team

The case goes to the team that owns it — technical, billing, or onboarding — and is escalated as needed.

4

We resolve & follow up

We fix it, explain what happened in plain language, and close the loop with you.

Who we support

Audit1 sits between insurance carriers, agencies, and the businesses they insure. Knowing who to contact first gets your answer faster:

We partner directly with carriers and agencies. If you're an insured or employer, the fastest path is through your carrier or agency — and we work right behind them to get it solved.

  • Carriers & agencies — you work directly with our support team across the platform.
  • Insureds & employers — start with your carrier or agency for policy and coverage questions; we support them behind the scenes. For platform or technical issues, you can reach us directly and we'll take ownership end to end.

Support hours

Our support team is available during these hours, U.S. Eastern Time (ET):

Monday – Friday9:00 AM – 5:00 PM ET
Saturday9:00 AM – 12:00 PM ET
SundayClosed
Response targets below apply during these hours. Critical incidents still get immediate engineering attention and stay our highest priority until they're under control.

Response & resolution targets

We aim to acknowledge and resolve issues within the targets below. They're deliberately conservative — in practice we usually move faster.

PriorityExamplesInitial responseTarget workaroundTarget resolution
P1 · Critical Platform outage, payroll processing unavailable, or premium-calculation failures affecting multiple customers. 30–60 minutes 2–4 hours 8–16 hours
P2 · High A single carrier or agency unable to process policies, integration failures, or major functionality unavailable. 2 business hours 8 business hours 2 business days
P3 · Medium Reporting issues, isolated calculation errors with a workaround, or a non-critical feature malfunction. 8 business hours 2 business days 4–10 business days
P4 · Low Cosmetic issues, documentation requests, feature enhancements, or usability improvements. 2 business days — Scheduled for a future release

Communication during active incidents

  • P1 — updates every 2 hours until service is restored or a workaround is in place.
  • P2 — updates every 8 business hours.
  • P3 — daily business-day updates.
  • P4 — updates as part of normal release planning, or on request.

A few notes on the targets above: response times apply during our published support hours. Resolution times are targets and can vary with issue complexity, third-party dependencies, or customer-specific setups. Critical incidents receive immediate engineering attention and remain our top operational priority until mitigated.

Ways to reach us

Pick whatever's easiest — every channel opens a tracked ticket, so nothing gets lost:

  • Email — [email protected].
  • Contact form — tell us what you need on our contact page.
  • Live chat — use the chat bubble in the corner of any page during support hours.
How do I get support?
Email [email protected], use our contact page, or open the live chat bubble. Every request becomes a tracked ticket, and we route it to the right team.
How fast will you respond?
It depends on impact. Critical, platform-wide issues get an initial response within 30–60 minutes; routine requests within a couple of business days. The full targets are in the table above — and we usually beat them.
I'm an insured or employer — who do I contact?
For policy and coverage questions, start with your carrier or agency — they're your direct relationship, and we support them behind the scenes. For platform or technical issues, you can reach us directly and we'll own it end to end.
What are your support hours?
Monday–Friday 9:00 AM–5:00 PM ET, Saturday 9:00 AM–12:00 PM ET, and closed Sunday. Critical incidents still get immediate engineering attention outside those hours.
Is there a live chat?
Yes — the chat bubble in the corner of any page connects you to support during our hours. If we're offline, leave a message and it becomes a tracked ticket we pick up the next business day.

Have a question or need a hand?

Contact Us