Our support desk is open 24/7/365. However, response times may vary on public holidays. Standard responses for general inquiries occur within 2-4 hours, while urgent technical concerns are addressed in under 30 minutes.

Yes, you can run the Helpdesk directly on your infrastructure. The platform is open-source under a custom license, and we offer a fully functional 14-day cloud sandbox to test the visual dashboard before local installation.

All database tables are encrypted at rest using AES-256 standards. Additionally, files uploaded as attachments are isolated, scanned for malware, and can be configured to store dynamically in private Amazon S3 or Cloudflare R2 buckets with pre-signed authorization tokens.