General Customer Support Information

Phaselaw is committed to providing fast, reliable support to help you get the most out of our platform. This article explains how to contact support, when we’re available, and what response times you can expect.

How to Contact Support

You can reach the Phaselaw support team through the following channels:

In-app chat (recommended)

The fastest way to get help. Available directly within the Phaselaw application.

Email

Send us a message at support@phase.law.

Slack or Microsoft Teams shared channel

Available for select customers. Please contact your Phaselaw representative for access.

Support Hours

Our support team is available during the following hours:

• United Kingdom: 9:00 AM – 11:00 PM

• United States (Eastern Time): 9:00 AM – 6:00 PM

• United States (Central Time): 8:00 AM – 5:00 PM

Response Time Expectations

• Requests submitted during business hours will receive a response the same business day.

• Requests submitted outside of business hours will be responded to on the next business day.

• We aim to respond to all inquiries within one hour of receipt.

Off-Hours Support & Priority Levels

For requests submitted outside of standard support hours, we assign a priority level to ensure critical issues are handled appropriately.

Low Priority

Cosmetic issues or minor inconveniences where a workaround is available.

Medium Priority

Moderate loss of functionality or performance, or a minor feature or product failure.

High Priority

Critical loss of application functionality or performance. The product remains usable but is severely limited.

Urgent Priority

A major malfunction causing the product to be inoperative, with no immediate workaround available.

Holidays

Support availability may be limited during holidays, and response times may be longer than usual.

If you experience a critical issue during a holiday, please mark your request as Urgent so it can be reviewed appropriately.