Support Response Times & What to Expect

What to Expect After Contacting Support

After submitting a support request, your ticket enters the VI Hail support queue for review.

Response times vary depending on issue type, urgency, and current volume.

Typical Response Times

While exact timing can vary, most requests are handled within:

• General questions: 24–48 hours

• Account or payment issues: 24–72 hours

• Safety or urgent concerns: Prioritized review

These timeframes are estimates, not guarantees.

How Tickets Are Reviewed

Support requests are reviewed based on:

• Issue category

• Urgency and safety impact

• Information provided in the ticket

Providing clear details helps speed up resolution.

Checking Your Ticket Status

If you submitted your request through the support portal:

• You can log in to https://support.vihail.com

• View updates and responses directly in your ticket

Important Things to Know

• Submitting multiple tickets for the same issue may slow resolution

• Support cannot modify active hails

• Some issues require investigation and may take longer

When to Follow Up

If you haven’t received a response after the estimated timeframe:

• Reply to your existing ticket

• Avoid creating duplicate requests

Emergencies

For emergencies:

• Use the Call for Help (911) feature in the app

• Do not wait for support responses