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

Support Contacts

Ticket Submission Process:


1. Submit a ticket via e-mail to support@46labs.com
or through the applicable user interface

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

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 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 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.