Cradle support hours and contact

Cradle support is a New Zealand team. We answer on New Zealand business hours, regardless of where you're based. Here's what that means in practice.

Hours

Monday to Friday, 8:30 am to 5:00 pm New Zealand time.

New Zealand observes daylight saving from late September to early April. Outside daylight saving (April to September), NZ is on UTC+12. During daylight saving (September to April), NZ is on UTC+13. The hours are local NZ time year-round, the offset to your timezone shifts twice a year.

How to reach us

Email: help@cradle.io. This is the primary channel. Tickets open here go into the same queue as chat and stay open until resolved.
Chat: the Ask Cradle chat bubble in the bottom-right corner of the help centre, the admin portal, and most pages on cradle.io. AI handles the first response and hands off to a human when needed.
System status: status.cradle.io. If you suspect Cradle is having a wider issue, check the status page first, we update it before we answer individual tickets.

What to include in your message

The faster we can help, the more of this you've given us up front:

The work email you sign in to Cradle with.
What you were trying to do.
Exactly what happened (any error wording, copy-pasted if possible).
A rough time the problem started.
Your operating system if it's a desktop app problem (Windows, macOS, or Linux), or your device if it's a mobile app problem.

What support hours look like outside New Zealand

NZ business hours don't line up with most of the working day in Australia or the UK. We're still happy to receive tickets at any hour, they'll just be answered when we open.

Australia

Sydney, Melbourne, Brisbane, and Hobart run on AEST (UTC+10) most of the year, with daylight saving (AEDT, UTC+11) in the southern states from October to April. Perth and Darwin stay on UTC+8 and UTC+9:30 respectively.

When New Zealand is on standard time (April to September), NZ is 2 hours ahead of Sydney. NZ 8:30 am to 5:00 pm is 6:30 am to 3:00 pm Sydney time. An Australian customer messaging at 5 pm Sydney time is calling outside support hours (it's 7 pm in Auckland).

When NZ moves to daylight saving (September to April) and AEDT is in effect, NZ is also 2 hours ahead, so the window is the same. Outside AEDT, NZ pulls 3 hours ahead and the window shifts to 5:30 am to 2:00 pm Sydney time.

United Kingdom

The UK runs on GMT (UTC+0) from October to March, and BST (UTC+1) from late March to late October.

The NZ working day is at the opposite end of the clock from the UK. During BST and NZST (April to September window), NZ is 11 hours ahead. NZ 8:30 am to 5:00 pm is 9:30 pm to 6:00 am London time the previous evening to early morning. A UK customer messaging at 9 am London time is calling well outside support hours (it's 8 pm in Auckland and we've gone home).

In other words, if you're in the UK and you email us during your working day, you'll get a reply during your following working day. For anything urgent, email by mid-afternoon UK time the day before, so we see it when we open.

Outside business hours

We monitor wider outages 24/7 and aim to respond to critical incidents quickly even outside hours. Day-to-day questions, settings tweaks, and onboarding help are answered during business hours.

For the longer-form policy on uptime and outage response, see Cradle availability and service level.