Support Policies

Hello, how can we help?

Normal Support Hours

7 a.m. — 5 p.m. PST

Normal Support Request

Response Time — Two (2) Business Days
Resolution Goal — Five (5) Business Days

Emergency Support Request

Response Time — Two (2) Hours
Resolution Goal — Next Business Day

Ticket Submission Process:


1. Submit a ticket via e-mail to support@46labs.com for PE related products, and to switchray-support@46labs.com for SwitchRay/MVTS related products. You can also click on the chat interface to speak to an agent 24/7.

2. Ticket is assigned within one business hour to a support staff member

Once a ticket is submitted, we will respond with a confirmation
email, stating that we have received your ticket and it has been
logged. You will be given a support ticket ID. We ask you use
this ID in any follow-up question e-mails you send in to our
support team. This will help us to better track your ticket and
resolve similar issues for other users.

3. Ticket is responded to within the next four business hours,
after our initial investigation

Thereafter, our commitment is to have a resolution response
within five business days, after our investigation. This resolution
may include, among others, additional training, a notification that
a code update is scheduled or a feature request. You will receive
notices as it is updated, as we gather the proper information
towards resolution.



Emergency Support


1. Call the 46 Labs support line at +1 (855) 464-6522
PE support: 1-512-831-3664
SwitchRay/MVTS support: 1-512-400-3498

Here you will be prompted to select Technical Support (press 1).
A support engineer will answer your call and help you triage your
issue. Please inform them if you are a SwitchRay user.

Or you may open an emergency ticket through our support
email at support@46labs.com. In the subject line type:
Emergency. This will place the ticket in our emergency
support queue and ensure that it will be responded to during
non-business hours.

2. We will assign the ticket within fifteen minutes to a support
staff member

If you did not speak to your support staff during your call, you
will receive a call or email replay within thirty minutes from the assigned support staff. After our initial investigation and within
the next two hours, we will respond to your ticket with information
about the issue. Until the matter is resolved, we will provide you an update hourly on our progress with your emergency issue.

You may also keep track of your ticket via our ticket support center: support.46labs.com