> ## Documentation Index
> Fetch the complete documentation index at: https://storekit.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support service levels

> Contact storekit Support, review staffed hours, issue priority levels with resolution targets, and how to submit feature requests.

Our Support team helps you investigate issues, restore service and get the most from storekit. This page outlines our standard Support service targets. If your agreement with storekit specifies different service levels, those terms apply.

## Contacting Support

Contact our Support team through the chat widget in your storekit dashboard, email [cs@storekit.com](mailto:cs@storekit.com), or call our Support hotline: +442033189890

To help us investigate, please include:

* The affected location.
* A description of the issue and when it started.
* Relevant order references or screenshots.
* Whether you can still accept and fulfil orders.
* Whether other locations are affected.

## Support hours

Our staffed Support hours are:

| Days | Hours |
| - | - |
| Monday–Friday | 08:00-22:00 UK time |
| Saturday–Sunday | 10:00 - 22:00 UK time |

UK time follows GMT in winter and BST in summer.

The targets below count time within Support hours, including for critical issues. Outside these hours, the clock starts or resumes when Support next opens.

## Issue priorities and resolution targets

We prioritise issues according to their impact on your operations and whether a practical workaround is available. A critical issue can affect a single location; it does not need to affect the whole platform.

| Priority | Impact and examples | Resolution target |
| - | - | - |
| **P1 — Critical** | Critical trading functionality is unavailable with no reasonable workaround, such as being unable to accept orders or payments. | 4 Support hours |
| **P2 — High** | Trading is significantly disrupted, but some functionality remains available or a temporary workaround allows operations to continue. For example, an integration failure requiring manual order processing. | 1 business day |
| **P3 — Normal** | A limited issue where you can continue trading, such as an individual order investigation, menu issue or reporting discrepancy. | 7 business days |
| **P4 — Low** | A service request with no material impact on current trading, such as a how-to question, branding change or configuration request. | 30 business days |

These are the times we aim to resolve issues within. If the impact changes, we will reassess the priority.

## During an investigation

We will explain the next steps and let you know when to expect an update. Where available, we will offer a practical workaround to help you continue operating while a permanent fix is investigated.

If we need information from you or assistance from another team or provider, we will explain what is needed and keep you informed of progress. If we expect to miss the resolution target, we will explain the delay and next steps.

## Feature requests

Feature requests are requests for new functionality or improvements. They are excluded from the resolution targets above, including the P4 30-business-day target.

We will review your request and communicate the outcome or next steps. Submitting a request does not guarantee development, inclusion in our roadmap or a delivery date.

[Submit a feature request](https://dashboard.storekit.com/feature-requests).


## Related topics

- [Nested modifiers: setup, POS support, and nesting depth](/docs/guides/menu/nested-modifiers.md)
- [Course Assignments](/docs/guides/menu/course-assignments.md)
- [Blocked Countries](/docs/privacy-security/blocked-countries.md)
- [Syrve Orders & Payments](/docs/guides/integrations/pos/syrve/orders.md)
- [Tips & Service Charges](/docs/guides/payments/tips-service-charges.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.