Contacting Support
We are here to help you get the most out of G2Mint! If you're running into trouble or have a question, here are the best ways to get in touch with our support team.
Last Updated: October 2025
🔍 Before You Contact Us
To help you get an answer as quickly as possible, we recommend:
Searching our Knowledgebase: Many common questions are already answered here. You can do a general search on this main page OR we encourage you to ask Miles by clicking on the chat icon in the bottom right.
Note: Our knowledgebase is in the process of being built out so if you are not finding the information you need please let us know and please check back soon as more content is being added weekly!
🕒Standard Business Hours:
8:00am to 6:00pm EST, Monday through Friday, except holidays. Emergency support is available during off hours for critical issues.
💬 Our Support Channels
Here are the best ways to reach us, listed by Recommended Order
Email: Create a support ticket by emailing Support@G2Mint.com
*We strive to reply to all tickets within 45min or less.
Phone: Speak directly with a member of our support team.
- Best for: Urgent or system-down emergencies. (When possible, we always encourage customers calling to email support first with detailed information to help expedite the issue), then reference the ticket # provided from your email)
- Phone Number: 978-712-8880 press 2 for Support
😀Other Support channels coming soon!
- Online Chat-Get real-time answers from a support agent.
- Online Support Portal-Submit tickets, view ticket updates and history all in one place!
G2Mint targets same day responses to most issues. All Customer inquiries are categorized into four priority levels: These levels apply only to production environments. Below are the standard SLA's we measure but we strive to reply to every inquiry within 30 minutes or less.
| Priority Level | Description | Handling Procedure | Response Time |
| Critical |
Critical functionality is not working for ALL users resulting in substantial business disruption with no immediate work around. Examples of critical functionality:
Note: This does not include performance degradation due to improperly sized or configured hardware, Internet connections or inadequate resources to handle network traffic within your control. |
Customers must notify G2Mint of a suspected critical incident by creating a support ticket via the standard available support channels and marking it as a ‘Critical’ priority. Upon receipt of the ticket, all necessary and available resources will be dedicated to the issue.G2Mint will work continuously 24×7 until resolved or an interim work around is provided.If upon review it is determined to require a program fix that cannot be developed quickly, G2Mint will attempt to identify and communicate a temporary workaround. | Within 1 hour (updates every 45 minutes or as specified) |
| High |
Subscriber has a serious situation that materially hinders but does not stop critical daily operations. A workaround may exist but is not sustainable.Example:
|
Customers must notify G2Mint of a suspected incident by creating a support ticket via the standard available support channels and marking it as a ‘High’ priority. G2Mint will use diligent commercially reasonable efforts during standard business hours to resolve the problem. If upon review it is determined to require a program fix that cannot be developed quickly, G2Mint will attempt to identify and communicate a temporary workaround. | Within 4 business hours |
| Medium |
Subscriber has an issue causing concern but not materially hindering critical daily operations. This is the default classification for incidents unless a different classification is warranted based on the issue as set forth above.Examples:
|
Customers notify G2Mint of a Medium priority level incident by opening a support ticket via the standard available support channels. The issue will be assigned to a Support Specialist for assessment who will attempt to replicate the issue, and if replicated by G2Mint, will use diligent commercially reasonable efforts to resolve. | Within 8 business hours |
| Low |
As a general rule, these are situations dealing with cosmetic changes to the Software. Small items and things thought of as “nice to have, but not essential” would be in the category.Examples:
|
These requests will be handled as time allows. | Within 24 business hours |