> ## Documentation Index
> Fetch the complete documentation index at: https://zovi.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support & service

> What the Zovi support team covers, how fast you can expect a reply, which channel to use, and how to get an urgent issue looked at quickly.

This page explains what you can expect from Zovi support: what the team covers,
how quickly you will hear back, and which channel to use for what. For the
step-by-step mechanics of raising and tracking a ticket, see
[Getting help from Zovi](/help/get-help).

## Choose the right channel

| You want to                                                 | Use this                                                                                  |
| ----------------------------------------------------------- | ----------------------------------------------------------------------------------------- |
| Report a problem, ask a question, or request a feature      | **Zovi Help & Support** in the dashboard, from the account menu in the top-right          |
| Send something outside the dashboard, or you cannot sign in | Email [info@zoviapp.com](mailto:info@zoviapp.com)                                         |
| Ask about an invoice, a payment, or your plan               | Email [info@zoviapp.com](mailto:info@zoviapp.com)                                         |
| Look something up yourself, right now                       | This help center, starting with the [FAQ](/help/faq)                                      |
| Help one of **your own clients** with your app              | **App Support** in your dashboard, not Zovi support. See [App Support](/help/app-support) |

<Note>
  A ticket raised in the dashboard is usually the fastest route. It arrives with
  your clinic already identified, so nobody has to ask you which account you are
  writing about.
</Note>

## Response times

The support team aims to respond **within 4 hours on business days**. Most
tickets are answered sooner.

Two things move a ticket up the queue:

* Set **Priority** to `Urgent` on the ticket itself.
* If you are emailing instead of raising a ticket, put `URGENT` in the subject line.

<Tip>
  Reserve `Urgent` for things that stop your clinic working: clients cannot book,
  payments are failing, or the app is down. Using it for everything makes it
  meaningless and slows down the requests that genuinely need it.
</Tip>

## What each category covers

Pick the category that matches your request so it reaches the right person first time.

| Category                   | Use it for                                                                                             |
| -------------------------- | ------------------------------------------------------------------------------------------------------ |
| **Technical Issue**        | Something in the dashboard is broken, slow, or behaving unexpectedly.                                  |
| **Billing & Subscription** | Invoices, payment methods, plan changes, cancellations.                                                |
| **Beauty Circle App**      | Anything about the client-facing app: publishing, branding, push notifications, what your clients see. |
| **Onboarding & Setup**     | Getting your clinic live: catalog, staff, booking, first campaign.                                     |
| **Feature Request**        | Something Zovi does not do yet that you need.                                                          |
| **Data & Compliance**      | GDPR requests, data exports, retention, and privacy questions.                                         |
| **Other**                  | Anything that does not fit the categories above.                                                       |

## Following a ticket to resolution

Every ticket carries a status so you always know whose turn it is.

| Status             | What it means                                                           |
| ------------------ | ----------------------------------------------------------------------- |
| **Open**           | Received and waiting to be picked up.                                   |
| **In Progress**    | Someone at Zovi is actively working on it.                              |
| **Waiting on you** | Zovi has replied and needs something from you before it can go further. |
| **Resolved**       | The issue is fixed or the question is answered.                         |
| **Closed**         | The ticket is finished and archived.                                    |

<Warning>
  A ticket sitting at **Waiting on you** is not being worked on. Check your open
  tickets for that status if a request seems to have gone quiet.
</Warning>

## Help support help you

The more of this you include, the fewer rounds it takes:

<AccordionGroup>
  <Accordion title="A screenshot">
    Attach one whenever you can. Screenshots, photos, and PDFs are accepted, up to
    10 MB each. Blur or crop anything that identifies a real client first.
  </Accordion>

  <Accordion title="What you expected, and what happened instead">
    "I approved a Smart Offer and expected it to send, but nothing arrived" tells
    support far more than "offers are broken".
  </Accordion>

  <Accordion title="Where you were">
    The page or screen you were on, and whether you were on the dashboard, the
    mobile app, or the web app.
  </Accordion>

  <Accordion title="Whether it is happening to everyone">
    Does it affect one client and one booking, or every client? That single detail
    often decides how the issue is triaged.
  </Accordion>
</AccordionGroup>

## Before you raise a ticket

Many questions are already answered here. It is worth 30 seconds:

<CardGroup cols={3}>
  <Card title="FAQ" icon="circle-question" href="/help/faq">
    The questions clinics ask most often.
  </Card>

  <Card title="Tutorials & walkthroughs" icon="graduation-cap" href="/tutorials">
    Follow a task from start to finish.
  </Card>

  <Card title="Set up your clinic" icon="rocket" href="/getting-started/quickstart">
    The first-run checklist for going live.
  </Card>
</CardGroup>

## Related

<CardGroup cols={2}>
  <Card title="Raise and track a ticket" icon="life-ring" href="/help/get-help">
    The full ticket form, categories, and how to follow a request.
  </Card>

  <Card title="Answer your own clients" icon="headset" href="/help/app-support">
    Handle the support requests your clients send you.
  </Card>
</CardGroup>