9 a.m. to 5 p.m. for support and administration
Monday through Friday, except New York State holidays
Report an outage at any time.
- Select 2 for support during business hours and for emergency assistance after hours
- Select 1 to leave a message for routine support after hours
Our support team is available by chat during regular business hours (posted above).
You may use chat outside of those hours to submit a request and our support team will get back to you the following business day.
Support Timeliness Policy
We strive to provide excellent customer service by reviewing and addressing all inquiries in a timely manner.
- Routine requests for assistance with consent, logins, password resets or similar
- By phone: Usually resolved during the call
- By email, postal mail or this web form: Usually resolved within one business day
- Advanced requests for assistance with individualized troubleshooting
- By phone: Triaged during the call
- By email, postal mail or this web form: Triaged within one business day
- An estimated resolution date will be provided for any issues not resolved within one business day, with status updates at least once per week until resolution
How Can We Help You?
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Hixny will not pass this information on to other organizations.
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