Hours of Operation and Ticket Support Expectations – MasteryPrep

When you need support, timely and clear communication is essential. This article outlines MasteryPrep’s support availability and what to expect after submitting a support request.

Support Hours

MasteryPrep support is available during the following hours:

Monday–Friday: 6:00 AM – 5:00 PM CT
Saturday: 6:00 AM – 3:00 PM CT

Note: Saturday support is limited to Technical Support and Event Services only. We are closed on Sundays and major U.S. holidays.

What to Expect After Submitting a Ticket

When you send a support request by email or live chat, here's what happens next:

Ticket Acknowledgment

You will receive an automated confirmation email letting you know that your request has been received.

Response Times

During business hours – Most tickets are answered within 4 business hours.
Outside business hours – Tickets submitted after hours or on weekends are reviewed the next business day.

Support Prioritization

Tickets are prioritized based on urgency and the time they were received:

Priority Level	Example Issues	Response Target
High	Platform login errors, assessment disruptions	Within 4 business hours
Medium	Missing data, report discrepancies	Within 1 business day
Low	General questions, feature requests	Within 1–2 business days

Tips for Faster Resolution

To enable the Customer Care team to assist you more efficiently, please include:

Your role (e.g., Teacher, School Admin, Student)
The name of your school and/or district
A detailed description of the issue
Screenshots or error messages (if applicable)

How to Submit a Support Ticket

You can reach our team in two ways:

Email: support@masteryprep.zendesk.com
Chat: Use the chat icon in the bottom-right corner of any page on the MasteryPrep Platform.

Note: Tickets are answered in the order received. Sending duplicate requests may delay our response.

Need Further Assistance?

Email: support@masteryprep.zendesk.com
Chat: Available directly on the platform