Support response targets
Every ticket gets a first-response target based on your plan and the priority you choose. Targets are counted in business hours: weekdays, 9:00 a.m. to 5:00 p.m. Eastern (America/Toronto), excluding Ontario statutory holidays. The clock pauses while a ticket waits on you. At 75 percent of the target the ticket is escalated to the ProposalForge support owner.
| Priority | Solo | Starter | Professional | Enterprise |
|---|---|---|---|---|
Critical Your team cannot work: sign-in, proposal generation or export is down for everyone. | Next business day | Next business day | Next business day | 1 business hour |
Major A feature is broken or gives wrong results and there is no workaround. | Next business day | Next business day | Next business day | 4 business hours |
Routine Questions, how-to help and requests that can wait until the next business day. | Next business day | Next business day | Next business day | Next business day |
How to reach us
- In the app: Support in the sidebar, or Talk to a person in the help panel.
- By email: reply to any ticket email, or write to the support address shown on your ticket. Keep the ticket tag in the subject.
- Trials and free accounts share the same next-business-day targets as every plan below Enterprise.
Ontario statutory holidays observed in 2026: New Year's Day, Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Civic Holiday, Labour Day, National Day for Truth and Reconciliation, Thanksgiving, Remembrance Day, Christmas Day, Boxing Day (observed).
Live availability is on the status page.