Support

Support SLA

The Living Chronicle is a small team. We do not hide behind ticket queues or forms that go nowhere. This page documents the response times you can expect when you open a ticket, broken down by urgency.

Times are measured in business hours (Vilnius, EET/EEST) starting from when your ticket arrives in our queue. We usually respond well inside these windows.

Data breach notification

1 hour

If we become aware of a personal data breach affecting your account, we notify affected users and the Lithuanian State Data Protection Inspectorate (VDAI) within the timelines required by GDPR Article 33. Our internal triage aim is inside one hour.

Safety issues

4 hours

Threats, harassment, doxxing, hate speech, content harmful to minors, and any report that suggests a user is in danger. Human moderator review inside four hours, often much sooner.

Payment problems

12 hours

Failed charges, missing purchases, duplicate charges, and subscription anomalies. Most payment cases resolve within the same business day.

Account & billing

24 hours

Password resets we can't automate, account recovery, username disputes, refund reviews, and EU 14-day withdrawal requests. First response within one business day.

General inquiries

48 hours

Gameplay questions, feedback, bug reports, feature requests, and anything that doesn't fall into one of the faster categories. First response within two business days.

How we measure

First response time. Every SLA band above is a first-response target, not a resolution target. Some tickets resolve in the first reply; others need several rounds.
Business hours. Measured in Vilnius business hours (EET/EEST, Monday through Friday). A ticket opened Friday evening at 18:00 local starts its clock Monday at 09:00. Safety and breach cases are handled around the clock and ignore business hours.
SLA credits. We don't offer SLA credits or refunds for missed targets — we're a small team that misses occasionally, and we would rather be honest about that than set up a credit scheme we can't administer.
Scope. This SLA covers user support. It does not cover service availability, uptime, or anything upstream of the app. For those see our Terms of Service.

If you or someone else is in danger

If you encounter threats, harassment, or content involving harm to minors, please use the in-app Report flow and contact local authorities where appropriate. For urgent cases that cannot wait for the four-hour safety SLA, email us directly at info@aegisbrightsmark.com with “URGENT SAFETY” in the subject.

Still need help?

Open a ticket and we'll respond — usually within 48 hours, much faster for safety issues.

Contact support