Response Times
Support response times depend on the priority level of your request. Priority is set when you submit a ticket — choose the topic that best matches your situation.
Response time commitments
Section titled “Response time commitments”| Priority | When to use it | Response time |
|---|---|---|
| Urgent | Access is blocked, a reviewer is in your building, onboarding crisis | 1 hour (7am–5pm EST, school days) |
| Standard | Interpretation help, data questions, access issues | 4 business hours |
| Non-urgent | General questions, feature requests, walkthroughs | 1 business day |
| AI assistant | Dashboard questions, MN interpretation, how-to | Instant |
What “school days” means
Section titled “What “school days” means”Support hours follow the US school calendar. Urgent requests submitted outside of 7am–5pm EST on school days are handled on the next school day. For non-urgent requests, this does not affect the 1 business day commitment.
If your school is outside the US, contact support@multiplenatures.com to discuss coverage.
Proactive outreach
Section titled “Proactive outreach”You do not always need to contact us first. Your account owner monitors profile completion rates, flag counts, and login activity for your school. If something looks off — low completion three weeks in, a spike in urgent flags, a counselor who has not logged in — we will reach out before you have to ask.
Escalation
Section titled “Escalation”If you have submitted a ticket and have not received a response within the committed time, email support@multiplenatures.com with your ticket reference and mark it as needing escalation.
For urgent issues that have not been resolved within 2 hours during school hours, contact support directly at support@multiplenatures.com.