Support

How to get help, and what to expect when you ask.

Getting help

• Email support@artcity.group — include the project name and, if a job failed, the job identifier shown on the screen.
• Ask the person who owns the project for access questions; they can change your role without involving us.

Response times

• Something is broken and blocking a delivery: same working day.
• Something is broken but there is a way round it: two working days.
• A question or a request: five working days.

What helps us help you

The project name, what you expected to happen, what happened instead, and roughly when. If an error appeared on screen, its wording — the platform is written so that errors say what went wrong and whether your data is safe, and quoting one back to us usually identifies the cause immediately.

Status

Planned maintenance is announced in the platform at least 48 hours ahead. Unplanned outages are announced as soon as we know about them.