Support that's included, in-house, and always on.
Reach us however works best for you
Support is built directly into OpsPal, so you can raise a ticket without ever leaving the platform.
- 24/7/365 — Support never closes
- Under 20 minutes — Current average response time
- Under 2 hours — Current average resolution time (as of Spring 2026)
Every ticket is visible across your whole organisation, so there’s no duplication and no one chasing the same answer twice. When we reply, you’re notified both in-app and by email — so you’ll always know, even if you’re not logged in.
You stay in control of your ticket. OpsPal can never close your thread. If you reply to a resolved ticket, it reopens automatically — keeping the full history intact. Your issue stays open until you’re satisfied.
Three Lines of Support
The right expertise, at the right time
Every query is handled by a real member of the OpsPal team. We work through three lines of support to make sure the right person is always on your issue.
Line 1 — Service Advisor Your first point of contact. They’ll get a clear understanding of your issue and resolve it where possible — quickly and without fuss.
Line 2 — Operations Expert For more complex queries, your issue moves to an operations expert who can investigate in depth and work through to a solution.
Line 3 — The Developers Direct access to the people who built OpsPal. They can investigate platform-level issues, identify bugs, and push fixes. For critical issues, we go straight here — no unnecessary waiting.
OpsHelp
OpsHelp — your community, your product
OpsHelp is OpsPal’s community and product development area, built into the support section of the platform. It’s where you ask questions, share ideas, and help shape the future of OpsPal.
Submit a feature request, and it gets logged, tracked, and considered. The most-requested features from our customers inform what we build next. We’re transparent about the outcome either way. If we decide not to proceed with something, we’ll tell you why. If we do, we’ll let you know.
OpsHelp is available to all users. Org Admins are introduced to it as part of onboarding.
Knowledge Hub
Answers at your fingertips — any time, any device
OpsPal includes a fully searchable knowledge base, available to all users whenever they need it. Whether someone is new to the platform or just needs a quick refresher, the answer is usually seconds away.
- 50+ support videos — covering every feature and common task
- Step-by-step guides — for those who prefer to work through topics visually
- Role-based content — you only see what’s relevant to your access level
- Always growing — every new query that isn’t already covered gets a video or guide added