Support & Response Times
Last updated: April 19, 2026
1. Overview
Oryndaln is run by a small, transparent team. We answer fast, on real business schedules, and we're honest about what we cover and what we don't. This page defines exactly what you can expect.
2. Business Hours
Monday–Friday, 9am–6pm Eastern Time (US). Closed on US federal holidays: New Year's Day, MLK Day, Presidents' Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve.
3. Response Time by Plan
| Plan | Response (P1) | Response (P2+) | Channels | Scheduled |
|---|---|---|---|---|
| Trial ($0) | — | 2 business days, best-effort | — | |
| Lite ($249/mo) | — | 1 business day | — | |
| Core ($2,000/mo) | — | 1 business day | Monthly 30-min | |
| Revenue Engine ($2,500/mo) | Same business day | 1 business day | Bi-weekly 30-min | |
| Full Engine ($3,500/mo) | 4 business hours | Same business day | Email + priority queue | Weekly 30-min |
| Agency ($5,000/mo) | 2 business hours | 4 business hours | Email + Slack Connect + priority queue | Weekly 30-min review |
All response times count only business hours (M–F 9am–6pm ET, US federal holidays excluded).
4. What Counts as Priority 1
P1 is reserved for actively client-impacting problems:
- Oryndaln site, dashboard, or chat widget offline for more than 15 minutes
- Webhook processing failure affecting live leads
- Data loss or corruption affecting your account
- Security incident involving your data
Everything else — bug reports, feature requests, billing questions, onboarding help, general inquiries — is P2 or lower and follows the standard same/next-business-day SLA for your tier.
5. Channels
Email support@oryndaln.com (all tiers). Scheduled calls via Calendly (Core and above). Dedicated Slack Connect channel provisioned within 5 business days of Agency activation. We do not offer phone support — if you need voice, book a Calendly slot.
6. What Support Covers
Onboarding, configuration questions, bug triage, troubleshooting integrations (CRM, widget, email deliverability), billing and subscription management, feature walkthroughs, account-level data questions.
7. What Support Does Not Cover
- 24/7 or after-hours response (except confirmed P1 for Full Engine/Agency within business hours)
- Uptime guarantees (we depend on Vercel, Supabase, Stripe, Anthropic, and Postmark — their SLAs govern ours)
- Legal or financial advice
- Guaranteed lead volumes — we provide the system; results depend on your market, inputs, and configuration
- Custom development work outside your tier's stated scope
8. Escalation
If you believe we've missed an SLA, reply to the support thread with “ESCALATE” in the subject line and the founder will personally review within one business day.
9. Dedicated Account Manager
Revenue Engine and above include a dedicated account manager. Until Oryndaln grows enough to hire additional staff, that account manager is founder Joseph Patrick. You get direct access to the person building the product. When we hire additional AMs, transitions will be announced 60 days in advance and you'll meet your new AM before the handoff.
10. Changes to This Policy
We may update these response commitments with 30 days' written notice to active customers. Historical SLA versions will be archived and linked.
11. Contact
Email: support@oryndaln.com
General inquiries: hello@oryndaln.com
Oryndaln LLC, Wyoming, USA