Whether you are a member using the incentifi app or an HR administrator running the programme for your organisation, you can reach our support team at [email protected].
We aim to respond to support requests within 48 hours, Monday to Friday, excluding UK public holidays. Most requests are answered sooner. Where an issue affects a wider service outage, we treat it as a priority and work to resolve it as quickly as we can.
Questions about your account, points and coins, and redemptions.
Problems using the app or the employer portal.
For HR administrators: setting up and running your programme, credits and challenges.
Some things are outside our control, such as issues with your device itself, or with a third-party wearable or its app. We will point you in the right direction where we can, but these are handled by the relevant provider.
To confirm with Paul. The 48-hour target is published as a single response time for all users. If enterprise customers are to be offered a tighter or contractually committed SLA, that should be set out in the SaaS Subscription Agreement rather than here.