When Will My Support Request Be Completed?

When Will My Support Request Be Completed?

Once you submit a support request through the CompassPlus Agent Portal and complete payment, our team gets to work. Here’s what you can expect in terms of timing and updates.

✅ Standard Turnaround Time

Most support requests are completed within 48 business hours after payment is received.

🕒 Business hours are Monday–Friday, 9AM to 5PM ET.
Requests submitted after hours, on weekends, or holidays will be processed the next business day.

🔥 Expedited or 911 Support

Need something done urgently? You can request 911 Support when submitting your ticket.

  • 911 Fee: $249 flat rush fee + $275/hr for labor

  • Includes support nights, weekends, and holidays

  • Subject to team availability — you’ll receive confirmation if we can accommodate the rush

📬 How You’ll Be Notified

You’ll receive two types of notifications:

  1. Invoice Email (after you submit your request)

    • Includes payment instructions

    • Work begins only after payment is received

  2. Completion Email (once work is done)

    • Confirms the request is complete

    • Includes a summary of what was changed or updated

    • Ticket will be marked as Closed

You can also log in to the Agent Portal to check the status of any open ticket.

💬 Need to Ask a Question?

You can reply directly to your support ticket at any time. All updates are tracked in the same thread, so our team always has the full history of your request.

🧾 Summary

Service TypeTurnaround Time
Standard RequestsWithin 48 business hours
911 Expedited SupportSame-day (when approved)

If you ever have questions about the status of a request, just submit a ticket under “Status Check” and we’ll respond promptly.

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