Whether you have a question about the platform or run into an issue, the Moments Lab support team is here to help. Here's where to find Help Center articles, how to reach us, and what to expect.
Accessing support
Open the support panel from anywhere inside the platform. You have two options:
Browse the Help Center: search our articles for step-by-step guides, feature explanations and troubleshooting tips.
Chat with the team: start a conversation directly with a Moments Lab agent. Every chat connects you with a real person, and starting a chat is how a support ticket gets opened.
Support hours
Our team is available every day, from 9 a.m. to 11 p.m. CET.
If you reach out outside these hours, your message is saved and we'll follow up as soon as the team is back online.
Tracking your ticket
When you report an issue, a support ticket is created automatically. Check the status of any open ticket directly from the support section of the platform, no need to reach back out for an update.
Response times
We commit to the following targets based on how critical the issue is:
Issue type | Diagnosis | Resolution |
Critical | Under one business hour | Under four business hours |
Major | Under 12 business hours | Under one business day |
Minor | Under 24 hours | Best effort |
Critical: the platform is unavailable or a core workflow is completely blocked.
Major: a key feature is degraded or partially unavailable.
Minor: a non-blocking issue with a workaround available, or a usage question.
We commit to 99.7% platform uptime per month.
Getting a faster response
When you open a ticket, include as much context as you can upfront:
Which show, asset or project is affected
What you were trying to do
What happened instead, including any error messages
Steps to reproduce the issue if you can
The more detail you give us, the faster we can help.