Customer Support Commitment
Juried Art Services ("JAS") is a small team, and the targets below are set to what we can reliably meet on business days. They are response and resolution targets, made in good faith — not 24/7 guarantees.
1. How to reach us
| Channel | Best for |
|---|---|
| Support form | Any question; auto-attaches your account context |
| support@jurying.net | General help, account, event, and payment questions |
| /legal/report-infringement | Copyright / IP complaints (handled under the IP Infringement Policy, not this page) |
2. Support hours
Support is staffed Monday–Friday, U.S. business hours (Central Time), excluding U.S. federal holidays. Requests received on weekends or holidays are treated as received the next business day. We do not offer 24/7 or phone-based on-call support.
3. Response and resolution targets
| Request type | Initial response | Resolution target |
|---|---|---|
| General questions (account, events, applications, listings) | 1 business day | 3 business days |
| Payment, refund, or billing disputes | 1 business day | 5 business days |
| Site outage / cannot log in / cannot pay (urgent) | Same business day, best effort | As fast as practicable |
"Initial response" means a human has read your request and replied (not an autoresponder). "Resolution target" means the issue is resolved or a clear next step and timeframe is communicated. Complex issues — for example, disputes involving a third party or a payment processor — may take longer; when they do, we keep you updated rather than going silent.
4. What this covers
- Covers: support for artists, event organizers, jurors, and buyers using the JAS platform.
- Does not cover: the internal operations of independent event organizers; third-party services (such as the payment processor's own systems); or issues caused by user error outside our control. These are handled on a best-effort basis.
5. Escalation
If a request is not answered within the target above, reply to your existing ticket or email asking to escalate, or write support@jurying.net with "ESCALATE" in the subject.