9 a.m. to 5 p.m. Monday through Friday, except New York State holidays
Report an outage at any time.
You may email firstname.lastname@example.org at any time and our support team will get back to you within one business day.
Our support team is available by chat during regular business hours (posted above). Initiate a chat using the pop-up at the lower right-hand corner of this page, labeled “Chat with an Expert.”
You may use chat outside of regular business hours to submit a request and our support team will get back to you the following business day.
- Select 2 for support during business hours and to report an outage after hours
- Select 1 to leave a message for routine support after hours
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 web form (at bottom of this page): Usually resolved within one business day
- Advanced requests for assistance with individualized troubleshooting
- By phone: Triaged during the call
- By email, postal mail or web form (at bottom of this page): 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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