Support & contact
How Dutiva support works
Support is digital-first: self-service, then written requests, with calls arranged only when needed.
Dutiva provides support through this Help Centre, secure support requests, and email. General inbound telephone support isn’t offered. When an issue can’t reasonably be resolved in writing — including certain accessibility, security, account-recovery, or exceptional matters — we may arrange a telephone or video appointment.
When to expect a reply
When you submit a request you get an automatic acknowledgement with a reference number, and we reply in writing to the same ticket. Initial-reply targets depend on plan and ticket priority, measured in business days — they’re targets, not guaranteed resolution times. Starter (and waitlisted accounts) aim for 2 business days; Growth and Pro product tickets aim for 1 business day. Privacy, security, accessibility, and complaint requests keep their existing handling. Business days exclude weekends and Ontario statutory holidays.
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