You should wait at least 24 working hours before following up on routine support or project communications, and 48 working hours if you are awaiting a bespoke quote.
Because Xylora Studios operates Monday to Thursday from 09:00 to 17:00 GMT, Fridays, weekends, and public holidays do not count towards these targets.
Studio operating hours and response windows
The studio operates strictly between 09:00 and 17:00 GMT, Monday to Thursday. Outside these hours, production stops, technical systems are monitored only for critical automated alerts, and client services staff are offline. Every communication window must be calculated strictly using these working hours.
We structure our baseline targets around two primary operational windows: - General communications and active project tickets: We aim for a first reply within 24 working hours. - Bespoke project quotes: We deliver formal scopes and estimates within 48 working hours of receiving a complete, actionable brief. Fixed-scope work does not require this scoping window, as baseline pricing is documented on the packages page.
To contextualise this: if you submit a message on a Thursday at 15:00 GMT, the 24-working-hour window runs until the following Monday at 15:00 GMT. If you submit a bespoke brief on Wednesday at 10:00 GMT, the 48-working-hour window concludes on the following Monday at 10:00 GMT.
How your message is handled
All support and account queries are routed exclusively through the Ask Xylo chat on this portal. We do not use fragmented direct messaging channels, ensuring every instruction is logged against your production record.
Once received, your enquiry passes through a clear operational sequence: 1. Triage: Operations & Client Services logs the message, confirms the account status, and checks that all required project parameters have been provided. 2. Department routing: Depending on the scope of the request, the query is assigned to Technology (codebases, hosting, technical integrations), Creative (design, branding, visual production), or kept within Operations & Client Services for administrative matters. 3. Investigation or estimation: The relevant department reviews the active project files or assesses the required deliverables against our current schedule. 4. Direct response: A team member updates you directly through the original Ask Xylo chat thread with a resolution, quotation, or next steps.
When to follow up
Submitting repeat messages before the operational target expires does not accelerate a response. In most cases, sending multiple updates fragments the communication thread or resets the sorting queue within our internal system.
You should submit a follow-up only when: - The full 24-working-hour window has expired for an active project or general support enquiry. - The full 48-working-hour window has expired following the provision of a complete brief for bespoke work. - You have critical new assets or credentials to supply that directly affect production underway.
If your enquiry concerns administrative items—such as confirming an ambassador programme referral discount (which typically provides 10–30% off for referred clients, confirmed in writing on the quote)—these follow the standard 24-hour window through Operations & Client Services. Deposits are non-refundable once your production slot is held. Before work begins, sums not yet earned are refunded pro rata; after work begins, completed work and booked time are charged. Defects are fixed free of charge within the acceptance window. The full terms are on the Refund Policy page of the main site.
Failure cases and common causes of delay
If a response has exceeded our published targets, it is typically caused by one of three issues: - Incomplete briefs: If a request sent to Creative or Technology lacks essential assets, user stories, access keys, or technical specifications, our scoping clock pauses until those materials are provided. - Submissions made outside operational days: Messages submitted between Thursday evening and Sunday afternoon sit in an unread queue until Monday morning at 09:00 GMT. - Thread duplication: Opening a new ticket instead of replying to an open message in the Ask Xylo chat separates your request from its background history, requiring manual collation by Operations & Client Services before work can proceed.
Checklist before submitting a follow-up
Before posting a follow-up in the Ask Xylo chat, verify the following: - Has the full 24-working-hour (support) or 48-working-hour (bespoke quote) window passed? - Have you excluded Fridays, weekends, and UK bank holidays from your calculation? - Did you provide all necessary assets, links, and project criteria in your original message? - Are you posting in the existing thread rather than opening a duplicate conversation?
If the time has passed and your brief was complete, submit a concise follow-up citing your project reference in the existing Ask Xylo chat thread. The team will provide an immediate update on your queue status.