HasKQ: What is the expected Support response time?
I’m quite concerned about the support responsiveness. I emailed almost 24 hours ago regarding an issue, but I haven’t received any acknowledgement or confirmation that my request was received, let alone an actual response.
For a SaaS product, especially when an issue is preventing implementation, I would expect at least an acknowledgement within a reasonable timeframe.
Can the DeftForm team clarify what the typical response time is for emails sent to your support team, and whether waiting 24+ hours without even an acknowledgement is considered normal?
andreas_ivymayhem
Aug 29, 2026A: Hi there,
I can see how a 24-hour turnaround felt slow, and I understand the frustration.
We're a small team based in Germany, so replies can occasionally take a bit longer, especially across time zones.
One quick tip: using our ticket system usually gets you a faster response than email. I think I replied to your email earlier today, it was about webhooks, right?
With NIS2, a 24-hour response now appears to be mandatory, at least regarding security.
🤔
That's not correct, or does not apply to us. Have a closer look which sectors and what kind of companies are affected by this.
Verified purchaser
Hi Andreas,
Thanks for the clarification. Totally understand that response times can sometimes vary, especially with time zones.
And yes, it was regarding the webhooks. You did reply to my earlier email, and I’ve since responded with the specific issues we’re currently facing. Hope that helps clarify things.
I’ll also keep the ticket system in mind for future queries. Thanks!