---
title: "Getting help: assistant, tickets and response times"
description: "How support works: the assistant first, then a ticket, then a human within one business day. Plus how to write a ticket that gets solved fast."
url: "https://schoolyland.com/docs/getting-help/"
updated: "2026-09-28"
category: "Account, billing & support"
---

# Getting help: assistant, tickets and response times

Support is asynchronous and in English, and there is no phone line. It is set up to get you an answer quickly, in the order below.

## Step 0: Ask the assistant (instant)

In your [customer portal](https://schoolyland.com/my-account/), the Support tab opens with the support assistant. It knows every system on your platform and this entire knowledge base, and it answers immediately, any hour, any day. Most day-to-day questions ("how do I add a coupon", "why isn't my video playing", "how do I tag contacts") end here in under a minute.

## Step 1: Open a ticket (hours)

If the assistant can't solve it, open a ticket from the same screen. Tickets get a first AI-assisted reply, grounded in your platform's guides and past solutions, typically **within hours** during support hours.

## Step 2: A human (within one business day)

Anything the AI can't resolve reaches a human. First human response is normally **within one business day**.

## Support hours

Our team operates five days a week, 11:30-19:00 **Eastern European Time (EET/EEST)**. Which days count as business days, and which public holidays are excluded, is defined in our [Terms of Service](https://schoolyland.com/terms/). Tickets can be opened 24/7; the clocks above run during support hours.

## What support covers

- Operational questions about every system included in your platform.
- Guidance on how to perform actions ("how do I…").
- Checks of standard flows when something misbehaves: checkout, enrollment, email sending.

## What support doesn't cover

- **Doing the work for you**: support guides; it doesn't build your pages, write your content or run your marketing.
- **Custom code and third-party additions**: plugins or code you (or an AI acting for you) added after delivery.
- **Design, content, marketing, business or legal advice.**

For work beyond support's scope, use [your AI assistant](https://schoolyland.com/docs/connect-your-ai/): it is already connected and can do most build-and-write tasks with you in conversation.

## How to get a fast resolution (one good ticket)

1. One issue per ticket.
2. Say what you expected, what happened instead, and where (a link to the exact page).
3. Add a screenshot if it's visual.
4. Mention what you already tried.

A ticket written like that usually gets solved in one round instead of three.