Getting help should be easy, fast, and personal - we know you're busy! That’s why we’ve updated how you connect with our team.
You’ll still get the same thoughtful support from people who know Time To Pet and the pet care industry inside and out. Now, you also have an additional way to get help right inside your account.
🦴 Meet Rocky, Your Support Sidekick
When you're logged in, look for the chat icon in the bottom-right corner of your screen. That’s Rocky, our virtual AI support Husky!
Rocky was the loyal husky of our co-founder, Mike, and naming our new assistant after him felt natural. He hiked mountains, curled up during long workdays, and stood by our side through every step of building this company, from its early conception to our present-day success. Rocky represents the same loyalty and heart that inspired Time To Pet from the very beginning.
Nowadays, our virtual support husky can help you get the answers you need. He’s available any time, trained by our team, and powered by support content written specifically by pet care pros (our Support Team) for pet care pros like you.
What can Rocky help with?
When you click the beacon, Rocky will first greet you. He can:
Answer common questions
Point you to help docs and setup guides
Share best practices
Route your message to a human if needed
Request a data import
Provide 24/7 support, including nights and weekends
We recommend starting with Rocky for the fastest help. If he can’t find what you need, one of our team members will always take over.
Note: If you have an urgent matter or would like Rocky to route your question to our Support Team, let him know that you'd like to "speak to a human", and he'll route you right to us. If it's during office hours, our team will follow up as soon as someone is available, and if it's outside office hours, a team member will follow up as soon as they are back in the office.
How to Reach Us
🐾 Chat Support
Start by clicking the chat icon in the bottom right corner of your dashboard. Rocky will assist you with your questions right away. If a human team member is needed, just let him know, and he will route your message to the Support Team.
Our team is normally available Monday through Friday, from 8:00 AM to 7:00 PM Central Time. After clicking the chat icon, select "Send us a message" to open the messaging options. You can select from the following options during office hours:
Ask Rocky (AI Assistant): Choose this option to start a support thread with Rocky. If Rocky isn't able to help with your inquiry, request a support or human agent, and he will route your questions to our team. A team member will follow up as soon as they are available.
Suggested Articles: Rocky will offer you suggestions for the best Knowledge Base articles related to the Time To Pet page you're currently viewing.
Data Import Request: If you have information that you would like imported into your Time To Pet account, select this to open up a ticket that will be routed to our Data Imports team.
If you are outside of support hours and Rocky is not able to help you with your questions, type "Speak with a human" to queue your message for the support team, who will respond when they return.
✉️ Email Support
You can email us anytime at support@timetopet.com. We typically respond within one business day.
📚 Help Center
Our Help Center is full of step-by-step guides, how-to articles, and video tutorials. It’s always available at the links below:
Holiday Support & 24/7 Monitoring
During posted company holidays, our Customer Experience (CX) team follows a holiday schedule for live responses. The reliability of the Time To Pet platform does not change.
Continuous monitoring (24/7/365): Automated systems track platform health in real time, around the clock.
Immediate engineer escalation: Any service disruption triggers instant alerts to our on‑call engineering team—including nights, weekends, and holidays.
Rapid incident response: Should something happen, Engineers begin investigation and remediation right away. Critical issues are worked on until resolved.
Non‑urgent requests: General support questions are answered when normal hours resume.
Human oversight for emergencies: Designated on‑call team members actively review alerts and channels during off‑hours and holidays to triage urgent, customer‑impacting issues and ensure a rapid response.
Holiday Schedule:
Christmas Day – Thursday, December 25, 2025
New Year’s Day – Thursday, January 1, 2026
Martin Luther King Jr. Day – Monday, January 19, 2026
Presidents Day – Monday, February 16, 2026
Memorial Day – Monday, May 25, 2026
Juneteenth – Friday, June 19, 2026
Independence Day (Observed) – Friday, July 3, 2026
Labor Day – Monday, September 7, 2026
Veterans Day – Wednesday, November 11, 2026
Thanksgiving – Thursday, November 26, 2026
Day After Thanksgiving – Friday, November 27, 2026
Christmas Day – Friday, December 25, 2026
Why We Built Rocky
Time To Pet was built by pet care professionals who know what it’s like to juggle visits, manage clients, and keep a business running. That experience shapes everything we do, including customer experience. Our entire Customer Experience team is staffed by former pet care business owners or operators. Rocky is trained using the same internal guides and documentation that our team is trained with.
This update lets us respond faster, offer help more consistently, and give you a smoother support experience. Rocky helps with the basics so our team can focus on solving the more complex issues. You still get real help from real people — with a little extra speed and support around the clock, weekends, holidays, and after hours
Your Privacy
Rocky doesn’t access your account or client data. He only uses support content written by our team. Your questions are not stored or sold. If you’d rather skip Rocky, that’s completely fine! While you will still be greeted by Rocky, you can always message us directly by letting him know that you would like to speak with a human team member.
Frequently Asked Questions
Q: Do I have to talk to Rocky first?
Yes, Rocky is the quickest way to get help and is trained to guide you to the right place.
Q: Can Rocky see my account details?
No. Rocky does not have access to your business or your clients' information.
Q: Will I still be able to email support?
Yes! You can always email support@timetopet.com if that’s your preferred method.
Q: Am I able to reference past conversations with Rocky and the Support Team?
Absolutely! You can view past conversations with both Rocky and our team by clicking on the Help Beacon in the bottom right-hand corner of your Time To Pet Dashboard. Chat conversations with Rocky and our team can be found in the Messages tab, while any tickets created by our team can be found in the Tickets tab. Both of these tabs can be found along the bottom of the Help Beacon:
Holidays And Outside of Business Hours
Q: Are you monitoring the platform during holidays?
Yes. Monitoring and alerting run 24/7/365, and on‑call engineers are notified immediately for any service disruption.
Q: Will a human see an emergency?
Yes. Designated on‑call team members actively check alerts and channels during off‑hours and holidays to triage urgent issues and mobilize the right engineers.
Q: If something breaks, will it wait until after the holiday?
No. Critical incidents are addressed right away and we work the issue until it’s resolved.
Q: What about non‑urgent questions on Holidays?
We’ll respond when normal business hours resume. In the meantime, the Help Center and Rocky are available 24/7.