Priority Email Support
Our Commitment to Priority Email Support
Available for: Hushmail Growth plan customers — both trial and paid.
We know your time matters. That's why our Growth plan includes Priority Email Support — our commitment to get you a fast, human reply when you need help.
What You Can Expect
You'll receive a first, human response within 24 business hours from our Customer Care team.
While we can't guarantee a resolution time, you'll know quickly that a real person is on it.
What "First Response" Means
- A first response is a personal reply from our Customer Care team, not an auto-reply.
- A resolution means your issue is fixed or we've provided a final answer. There's no set time for resolution.
Business Hours and Timing
We track response time in business hours, which run Monday to Friday, 6:00 a.m. to 4:00 p.m. Pacific Time, including Daylight Saving Time.
- Regular public holidays count as normal business days, except Dec 25 and Jan 1. If either falls on a weekday, the clock pauses for that day (but not for observed holidays on nearby days).
Examples:
- Submitted 8:00 a.m. Monday → Due 8:00 a.m. Tuesday
- Submitted 11:00 a.m. Friday → Due 11:00 a.m. Monday
Who's Eligible
Priority Email Support is available to administrators and the account contact email on Growth plans (including trials).
Accounts must be in good standing. If your account is downgraded or unpaid, priority support pauses until it's reactivated.
How to Request Priority Email Support
Use your private Priority Customer Care form, sent to your admin/contact email when you sign up or upgrade. Only admins and account contacts can use this form, and replies will be sent to the address you provide there.
What Counts as the First Response
A human reply from our team acknowledging your request, asking for more info, or giving next steps. Auto-replies don't count.
What's Covered
Priority Email Support covers the same topics as standard support; the only difference is a faster first response. Phone and chat aren't included, and requests sent through other channels, other than email requests submitted through the priority form, get standard handling.
How We Measure Time
- Start: when your priority form submission reaches our helpdesk.
- Stop: when the first human reply is sent.
- Time zone: Pacific Time (with DST).
- Source of truth: our helpdesk timestamps — these take precedence over any other tools or email headers.
Verification Steps
For security, we may ask for additional verification (like an encrypted email from an administrator) before sharing sensitive details or making changes.
Even if we ask for verification, the 24-hour clock still applies to that first human reply.
After the First Response
Once you've received your first reply, your ticket stays in our priority queue for faster ongoing communication, though we don't commit to specific times for follow-ups or resolutions thereafter.
Major Incidents
If there's a major outage that prevents account access or makes the priority form unavailable, response timing is paused.
During these times, we'll post updates on our status page, which serves as our official communication channel.
Events Beyond Our Control
If events like natural disasters, widespread outages, or labor actions significantly affect our ability to respond, the 24-hour commitment is temporarily suspended.
If We Miss the Commitment
If we don't meet the 24-hour first-response requirement, you can request a credit equal to 25% of one month's plan fee.
- To request it, reply in your existing priority support conversation within 30 days and let us know you believe the time was exceeded.
- We'll review and confirm whether the credit applies.
- One credit maximum per account per billing month.
Tip: Keep your admin/contact email current so you never miss your priority support link or responses.
Quick FAQs
Q: What is Priority Email Support?
Priority Email Support gives Hushmail Growth plan customers a faster first human response from our Customer Care team. It does not guarantee a resolution time.
Q: Who gets Priority Email Support?
All Hushmail Growth plan customers, both trial and paid, are eligible, as long as the request comes from an account administrator or the account contact email address.
Q: How do I access the priority form and request priority support?
You'll find your private link to the priority form in the welcome email sent at sign-up or when you upgraded. It's not published publicly.
Q: What counts as the "first human response"?
Any message from a Customer Care agent acknowledging your request, asking for details, or sharing next steps. Auto‑replies do not count.
Q: What issues are covered?
The same scope as our standard support. Priority Email Support speeds up the first response; it doesn't change what's supported.
Q: Do holidays affect response time?
Regular public holidays count as normal business days, except Dec 25 and Jan 1.
Q: What happens if you miss the 24-hour window?
You can ask for a 25% monthly credit (limit one per month).
Q: Will you ever ask for verification?
Yes, we may ask for extra confirmation before sharing sensitive info. The 24-hour clock still applies to that first human reply.