Customer Service
How to reach us, our support SLA commitments, operating hours, and department contact details.
Last updated: February 19, 2026
24/7 Email
Submit requests anytime via email
1h Critical SLA
1-hour response for service outages
24h Standard SLA
24-hour response for general queries
Self-Service FAQ
Instant answers to common questions
1. Support Channels
Email Support
Our primary support channel is email. Contact us at support@apidly.com for account issues, technical questions, and general enquiries. Email is available 24/7 with responses during business hours.
Billing Support
For billing, invoicing, refunds, and payment questions, email billing@apidly.com. Our billing team handles all financial queries with priority routing.
Self-Service Help
Our FAQ section and knowledge base provide answers to common questions. Visit our FAQ page for instant answers to frequently asked questions about products, billing, privacy, and technical issues.
2. Response Time SLA
Critical Issues
Service outages and security incidents: Initial response within 1 hour during business hours, 4 hours outside business hours. Resolution target: 4 hours.
High Priority
Account access issues, payment failures, and data concerns: Initial response within 4 hours during business hours. Resolution target: 1 business day.
Standard Queries
General questions, feature requests, and non-urgent enquiries: Initial response within 24 hours during business days. Resolution target: 3 business days.
Enterprise Support
Enterprise plan customers receive priority support with dedicated account managers, faster response times, and direct escalation paths. Contact your account manager or email sales for Enterprise support details.
3. Operating Hours
Business Hours
Our support team operates Monday-Friday, 9:00 AM to 6:00 PM GMT/BST. Emails received outside these hours will be responded to on the next business day.
Bank Holidays
We observe UK bank holidays. Support response times may be extended during these periods. Critical issues (service outages) are monitored 24/7 regardless of holidays.
Planned Closures
Any planned support closures (e.g., company-wide holidays between Christmas and New Year) will be communicated in advance via email and our status page.
4. Contact Directory
Department Contacts
General: hello@apidly.com | Support: support@apidly.com | Billing: billing@apidly.com | Sales: sales@apidly.com | Legal: legal@apidly.com | Privacy: privacy@apidly.com | DPO: dpo@apidly.com | Security: security@apidly.com
Registered Office
APIDLY LTD, 82A James Carter Road, Mildenhall, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom
5. Customer Satisfaction
Feedback
After resolving your support request, you may receive a satisfaction survey. Your feedback helps us improve our service quality. All feedback is reviewed by the support management team.
Escalation
If you are not satisfied with the support you received, you can request escalation to a senior team member by replying to your support ticket with "Please escalate". You can also file a formal complaint — see our Complaints page for details.
Our support team is ready to help. Reach out through any of our channels.
Support: support@apidly.com
Billing: billing@apidly.com