Support Requests

Getting the website support you need from Inverse Paradox is a streamlined process designed to resolve your issues efficiently. To submit a support request, simply email support@inverseparadox.net. This automatically creates a ticket in our Zendesk system, and you will immediately receive an auto-reply confirming your request is logged and in our queue.

How We Process Requests

Once your ticket is received, our team evaluates the scope of work. If your request appears to take less than 3 hours, we will begin work immediately. For requests requiring more time or heavy revisions, we will provide an estimate for your approval before proceeding, which may require further escalation and project scheduling. You may also explicitly request an estimate upfront at any time.

Billing and Cancellation

All support work is billed on a time-and-materials basis, rounded to the nearest 15 minutes. By submitting a ticket, you agree to all billing associated with the resolution of the request. At any time, you have the right to cancel service on a ticket; however, you will be billed for the time accrued up until the point of cancellation.

Support Rates

Our most up to date helpdesk support/helpdesk hourly rates are always sent in an auto-reply to your ticket submission.

Turnaround Times and Priorities

While we assess and determine the priority level of standard tickets based on the nature of the request, we strive to resolve all issues within the following windows:

• Normal: 3-5 business days
• Urgent (Determined by Inverse Paradox): 1-2 business days
• Escalated: Estimate provided based on scope
• Emergency: Best-effort immediate response (target: same-day)

Emergencies

If you are experiencing a critical business disruption (e.g., website down, broken checkout), email emergency@inverseparadox.net. This alerts our entire company and pulls team members from their current work for immediate resolution at the Emergency Support rate. We recommend using this channel sparingly and only under extreme circumstances.

Policy Notices

A notice of up-to-date turnaround times and rates is automatically sent with your ticket confirmation e-mail with every ticket sent. Inverse Paradox reserves the right to update rates and policies or accept/deny service requests (tickets) with or without notice at any time.