Support response times
Our SLA for first response and resolution, by plan tier.
Last updated: 2026-04-25
Foregrade is a solo-founder operation, so we're transparent about response times. We publish SLAs by plan and stick to them.
First response SLA
| Plan | First response |
|---|---|
| Free | 48 business hours |
| Starter (£25/mo) | 24 business hours |
| Growth (£59/mo) | 12 business hours |
Business hours: Monday – Friday, 9am – 6pm UK time (Europe/London — BST or GMT, whichever is in effect). Weekend tickets start their clock Monday 9am UK time.
Resolution target
| Plan | Resolution target |
|---|---|
| Free | 5 business days |
| Starter | 3 business days |
| Growth | 2 business days |
Resolution means the ticket is closed — the issue is fixed, the question answered, or you have a concrete workaround.
Urgent issues (any plan)
Urgent = something that's actively costing you money or blocking your business:
- Payment failure preventing service use
- Data loss or data corruption
- Sync broken for 24+ hours on paid plans
- Security issue
Urgent first-response targets:
- Free: best-effort
- Starter: 12 hours
- Growth: 4 hours
Email support@foregrade.io with [URGENT] in the subject to flag it.
What we consider "response" vs "resolution"
- Response = a human reply acknowledging your ticket (not an auto-responder)
- Resolution = the issue is fixed or answered
Many tickets resolve on first response (password resets, billing questions). Complex bugs may take longer to resolve but we still respond within SLA.
How to check your ticket status
Reply to your original email thread — your ticket history is tracked server-side. We don't currently have a public ticket dashboard (planned for Phase 2 of our roadmap).
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