Support & Resources
We're here to help. Get answers, report issues, or request assistance.
How we support you
Knowledge Base
Browse documentation, guides, and FAQs for common questions and troubleshooting.
View our FAQ →Email Support
Email us with questions or issues. We respond within 24 business hours.
support@orbitline.studioPhone Support
For urgent issues, call us during business hours. Critical issues get priority.
+15139377672Priority levels and response times
Critical
System is down or major functionality is unavailable
Target response time: 1 hour
High
Significant feature is not working as expected; impacting operations
Target response time: 4 hours
Medium
Feature is working but not as intended; minor disruption
Target response time: 24 hours
Low
Minor issue, question, or feature request
Target response time: 48 hours
Coverage & Hours
We provide support Monday–Friday, 9 AM–6 PM London time. For critical issues outside these hours, contact our emergency line.
Getting started
1. Access & Credentials
You'll receive login credentials and onboarding materials when your project launches. We provide step-by-step guides for your team.
2. Training & Enablement
We conduct live training sessions for your team to ensure everyone understands the system and best practices. Recorded sessions are available for later reference.
3. Documentation
Complete technical documentation, user guides, and troubleshooting steps are provided in a dedicated knowledge base.
4. Ongoing Support
After launch, your team has access to support channels for questions, issues, and feature requests. We continuously improve based on your feedback.
Maintenance, updates & releases
Scheduled Maintenance
We perform necessary maintenance and infrastructure updates on a scheduled basis, typically during off-hours or over weekends.
Scheduled maintenance is announced at least 7 days in advance.
Feature Releases
New features and improvements are released based on your feedback and our roadmap. Major releases include training and documentation updates.
You'll receive advance notice of significant changes.
Security Updates
Security patches and updates are applied immediately to protect your data and systems.
These may require brief downtime, but we minimize disruption.
Release Notes
Detailed release notes are provided for each update, documenting new features, bug fixes, and changes.
Historical release notes are available in the knowledge base.
Submit a support request
Please provide as much detail as possible about your issue. Include error messages, steps to reproduce, and what you were trying to do. This helps us assist you faster.
Still have questions?
Browse our FAQ or get in touch.