Support Ticket Response Time: 1:00 to 15:00 UTC

Created by Annie Jones, Modified on Sun, 9 Jul, 2023 at 10:09 PM by Annie Jones


As a small team, we are committed to providing excellent customer support. To ensure timely assistance, we have specific working hours during which our support team is available to handle support tickets. 

Support Ticket Response Time

Our support team works diligently to address customer queries and concerns. During our working hours from 1:00 to 15:00 UTC, we strive to respond to support tickets promptly and provide the necessary assistance. This response time is designed to ensure that you receive timely support within a reasonable timeframe.

How to Submit a Support Ticket

To submit a support ticket, please follow the steps below:

1. Visit our website  or the Shopify admin app page

2. Navigate to the support section or contact page.

3. Fill in the required information, including your name, contact details, and a detailed description of the issue or question.

4. Click on the submit button to send your support ticket.

Once your support ticket is received, our team will begin working on it during our working hours.

Expectations and Exceptions:

While we strive to respond to support tickets within our working hours, please note the following considerations:

1. Weekends and Holidays: Our support team may not be available or may have reduced availability during weekends and recognized holidays. In such cases, we will respond to your support ticket promptly once we resume our regular working hours.


2. Time Zone Differences: Please be aware of the time zone difference between your location and UTC. Our support team operates on UTC, so it is essential to consider this when expecting a response within our working hours.

Additional Tips for Efficient Support:

To ensure the best support experience, we recommend the following:

1. Provide Clear Information: When submitting a support ticket, please include as much relevant information as possible. Clear and concise details about the issue or question will help us understand and address your needs more effectively.

2. Check Documentation: Before reaching out for support, please review any available documentation, user guides, or FAQs related to our product or service. Often, you may find the answers to common questions in these resources, saving you time and providing immediate assistance.

At Astra, we value your satisfaction and strive to offer efficient support. Our support ticket response time from 1:00 to 15:00 UTC ensures that we are available to address your concerns promptly. We appreciate your understanding and cooperation in adhering to our working hours. Should you have any further questions or require assistance, please don't hesitate to contact us.

Thank you for choosing Astra.

Best regards,

Astra Team

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