Support Hours and Availability

Getting help with Server Scout is straightforward, with multiple support options available to ensure you receive assistance when you need it. Here's everything you need to know about our support hours and availability.

AI-Assisted Support (24/7)

Our AI support bot is available round the clock, every day of the year. When you create a support ticket through the dashboard at app.serverscout.ie, the AI responds within approximately 1 minute with:

• Relevant knowledge base articles
• Troubleshooting steps tailored to your issue
• Immediate guidance for common problems

This means you can get instant help for most issues, regardless of the time or day. The AI support bot has access to our complete knowledge base and can provide detailed, contextual assistance for the majority of Server Scout queries.

Human Support Hours

Our human support team is available during Irish business hours:

• Days: Monday to Friday
• Hours: Approximately 9:00 to 17:30 Irish time
• Timezone: GMT (winter) / IST GMT+1 (summer)
• Exclusions: Irish public holidays

Ireland follows Greenwich Mean Time (GMT) during winter months and Irish Standard Time (IST, which is GMT+1) during summer months. This timezone shift typically occurs in late March (to IST) and late October (back to GMT).

How Support Works

Primary Support Channel

Support tickets via the dashboard are our primary and recommended way to get help. We don't offer phone support, which allows our team to provide more detailed, documented assistance and maintain faster overall response times.

To create a support ticket:

1. Log in to app.serverscout.ie
2. Navigate to the support section
3. Describe your issue clearly
4. Set the appropriate priority level

Outside Business Hours

If you submit a ticket outside business hours, here's what happens:

1. Immediate AI Response: The AI support bot responds within approximately 1 minute with relevant help
2. Human Follow-up: A human team member will respond on the next business day
3. No Delay: Your ticket enters the queue immediately, so there's no disadvantage to submitting outside business hours

Weekend and Holiday Support

Human support is not available during weekends or Irish public holidays. However:

• The AI support bot remains available 24/7
• Urgent issues receive AI assistance immediately
• Human responses resume on the next business day
• All tickets are reviewed in the order they were received

Priority Levels and Response Times

When creating a ticket, you can set the priority level:

• High Priority: For urgent issues affecting server monitoring or critical functionality
• Normal Priority: For general questions, feature requests, or non-urgent technical issues

High-priority tickets receive attention first when human support hours resume, but all tickets receive the same immediate AI assistance regardless of priority level.

Emergency Support

Server Scout doesn't operate a separate emergency or out-of-hours support line. For urgent issues:

1. Create a high-priority support ticket
2. The AI will attempt to provide immediate assistance
3. Include "URGENT" in your ticket subject line
4. Our human team will respond as soon as business hours resume

This approach ensures urgent issues are properly documented and can be resolved efficiently by the most appropriate team member.

Escalation Process

When tickets require human intervention, they're escalated automatically. Our human support team reviews escalated tickets within 24 hours during business days, ensuring complex issues receive the attention they need from experienced team members.

Getting the Best Support Experience

To receive the fastest and most effective support:

• Provide clear descriptions of your issue
• Include relevant server names or error messages
• Check if the AI response resolves your issue before waiting for human follow-up
• Use appropriate priority levels

Our support system is designed to get you back up and running quickly, with AI providing instant assistance and human expertise available during business hours for more complex requirements.