We're here to help! For the quickest solution, we recommend first consulting our help documentation. If you can't find the answer there, contact us through our online Maxio Support form (for quicker response) or by email at support@maxio.com.
When submitting a support ticket through our online form, use the email address associated with your Maxio login to ensure the quickest response and resolution time.
To help us resolve your issue efficiently, please include the following in your email request:
- A direct link to the Maxio instance where the problem is happening.
- A detailed description of the error and any relevant configurations.
- Any supporting data or logs that might aid our diagnosis.
And be ready to answer follow-up questions and potentially join a video call with our technical team, if needed.
Premium Support
If you're interested in 24/5 Support, reach out to your Maxio account representative to discuss our Premium Support add-on.
Support Hours
Maxio Support is available during the following business hours:
| USA | 8:00 am to 8:00 pm EST/EDT | Monday - Friday |
| Ireland | 7:00 am to 5:00 pm GMT/BST | Monday - Friday |
| Philippines | 6:00 am to 3:00 pm PHST | Monday - Friday |
Holidays
During holiday closures, Maxio Support conducts inbox check-ins to address time-sensitive issues.
Maxio observes a company-wide closure during the week between Christmas Day and New Year's Day, in addition to local holidays.
Response Times and Service Level Agreements (SLAs)
When you create a support ticket, it's automatically covered by an SLA based on your Maxio plan. The following chart provides an overview of our support tiers and corresponding response times.
| Severity Level | Description | Premium Support Response Time | Standard Support Response Time |
| Severity 1 | Complete service outage; the service is "Unavailable". | Within 1 hour | Within 2 hours |
| Severity 2 | Major feature failure severely restricting service use. | Within 2 hours | Within 1 business day |
| Severity 3 | Partial impace with medium-to-low impact on operations. | Within 4 hours | Within 1 business day |
| Severity 4 | Minor impact on service. | Less than 8 hours | Within 1 business day |
For complete details, please refer to our Support Policy article.
Technical Escalations
If you report a product bug, a Tier 2 Support Engineer will immediately investigate and team up with our Maxio Engineering group to deliver a consistent and rapid solution.
Video Support
The primary method of communication with Maxio Support is conducted through the online Maxio Support form. However, there may be times when Support will suggest jumping on a video call to chat through a more technical issue.
While Premium Support customers can always request a call, should you feel that one is necessary, it is ultimately at the discretion of Support to evaluate the call request and identify if there is sufficient information about the issue in the support ticket to conduct a successful technical call at that time.
If a call is necessary, the Support contact will provide a one-time scheduling link through ChiliPiper.
System Status Page
The Maxio Status Page provides real-time updates on the availability and performance of our systems. You can subscribe to receive notifications about scheduled maintenance, incidents, and service interruptions to stay informed about the operational status of the Maxio Platform.