# Support Requests

- Link: https://ip.ipdev2.cloud/support-requests/
- Published: 2026-09-10T16:00:33+00:00
- Author: neilharner

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](https://ip.ipdev2.cloud/support-requests/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](https://ip.ipdev2.cloud/support-requests/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.