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 chat assistant is available 24/7 to help answer your questions and guide you to the right resources.
If you need further assistance, your request will be passed on to our support team, who will follow up as soon as they’re available.
Tracking your ticket - New
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:
Severity | Definition | Initial response | Resolution or workaround | Coverage |
Critical | Platform or a critical workflow unavailable for all users in a workspace. No workaround. | 1 hour | 4 hours | 24/7 |
Major | A significant feature unavailable or severely degraded. A workaround exists but is impractical. | 4 hours | 12 hours | 24/7 |
Minor | Anomaly on a non-essential feature. A workaround exists. Limited impact. | 1 business day | 12 weeks | Business hours |
Question / Request | How-to question, configuration help, service request, cosmetic issue. | 2 business days | Best effort | Business hours |
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.