Get the fastest fix by sending the right details to the right place the first time.
Who this is for: Brokers, Enterprise admins, Referral partners
Where to send it
Email [email protected]. Every request sent there is logged, tracked and routed to the right team.
What to include
Summary: what's the issue or request?
What you expected and what happened instead
Lead details: lead ID, client name, broker or business name
Error message: the exact wording
Date and time it happened
A screenshot or screen recording (a Loom link is ideal)
How we prioritise
Priority | Example | Target first response |
|---|---|---|
P1 Critical | Nobody can log in | Immediate |
P2 High | A key feature isn't working for a team | Within 2 hours |
P3 Medium | One user or lead affected, with a workaround | Within 1 business day |
P4 Low | Questions and small changes | Scheduled |
Response times are a guide and depend on complexity.
Asking for a new feature or change
Tell us what you'd like, why it matters to your business, who it affects (brokers, admins, clients) and whether it's a must-have or nice-to-have.
Is my data safe?
Effi encrypts all data at rest and in transit and hosts it on Amazon Web Services in Australian data centres. Effi holds SOC 2 Type II certification.
Need a hand?
Email [email protected] and our team will get back to you.