Support
When something breaks, a person picks up.
Text, call, or email. One number for customers and for anyone still comparing. Every response time below is written down, and if we miss one, you get $25 off your bill.
Or email support@getaskie.com
Response times
How fast you’ll hear back
Texting is the fastest way to reach us. Email is best for anything with screenshots or files.
- Text
- 8am–9pm PT, every day
11am–midnight ET - An answer right away. If you need a person, a person replies within 2 hours.
- Every day
- Same day if it reaches us before 6pm PT. Otherwise by 10am PT the next morning.
- Phone
- Mon–Sat, 9am–7pm PT
noon–10pm ET - If we're busy when you call, we call you back within 4 business hours.
- Urgent
- 6am–9pm PT, every day
9am–midnight ET - Text “URGENT” or call. A person responds within 1 hour.
Messages that arrive outside these hours get an automated reply straight away, and a person picks them up by 10am PT.
If we’re late, it costs us. Not you.
Miss any of the response times above and we take $25 off your next bill, for every miss, up to the cost of that month. We keep track and apply it ourselves. You never have to ask.
Applies every day except Christmas Day and New Year’s Day.
Urgent issues
Your Saturday shouldn’t wait in a queue.
Text the word URGENT or call. It skips our assistant and goes straight to a person, who responds within 1 hour between 6am and 9pm PT (9am to midnight ET). Outside those hours, we still answer as fast as we can.
Counts as urgent
- Clients can't book on your booking page
- Payments or deposits are failing
- Appointments or client details look wrong
Anything else gets the normal response times, which are still fast.
On every plan
What support covers
None of it is an add-on. You get all of it from your first day, and on your last.
Account setup
We set up your services, staff, hours, and booking page with you.
Moving your data
Send us an export from your current platform and we move your clients, staff, and services over.
Onboarding calls
A walkthrough for you and your team, at a time that works around your bookings.
Google Business Profile
Help putting your booking link on your Google profile so clients can book from Search and Maps.
Every “how do I…”
Ask as many questions as you like, as often as you like.
Leaving, if it comes to that
We send you a full export of your client list. Cancel in your settings or send us a text.
How we work
Things we promise not to do to you
- 01
A real person is one message away.
Our assistant handles quick answers outside busy hours, and it tells you it’s an assistant. Type “human” any time and a person takes over.
- 02
A small team that knows your account.
No call centre. Nobody passes you from one department to the next.
- 03
We don’t close your issue until it’s fixed.
It stays open until you tell us it’s sorted, or until we’ve checked in and heard nothing back for 3 days.
- 04
Every plan includes all of this.
There’s no paid “priority support” tier.
- 05
If we billed you wrong, we refund it.
No policy quoted at you. No argument.
- 06
Cancelling is simple.
No retention script and no phone call required.
Before you ask
Support questions
- What happens if you miss a response time?
- We take $25 off your next bill for every missed window in the table above, up to the cost of that month. You don't have to ask or prove anything. We track it and apply it ourselves.
- Am I talking to a bot?
- Sometimes, and it will say so. Text messages get an instant answer from our assistant for quick questions. Type “human” or ask for a person and the 2-hour clock starts. Urgent messages and phone calls skip the assistant.
- Can I contact you before I sign up?
- Yes. Same number, same people. Text 604-445-6354 with whatever you're trying to figure out, even if you're still comparing options. The $25 credit applies to paying customers, but the response times are the same.
- What about holidays?
- The response times apply every day except Christmas Day and New Year’s Day. Urgent issues still get answered on those two days.
- I’m on the East Coast. Do the hours work for me?
- Text support runs until midnight Eastern, and urgent support starts at 9am Eastern. Every time on this page is listed in Pacific time, with Eastern beside it.
- Does support cost extra?
- No. Setup, data migration, onboarding, and ongoing help are included on every plan.
Still comparing?
Send us your question now and see how fast we reply.
No sign-up needed.