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.

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.

Many of you are already familiar with our previous tool, AI Answers. Rocky elevates everything you know and love about that tool!

Today, Rocky helps 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.

When you click the beacon, Rocky will first greet you. He can:

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.

Start by clicking the chat icon in the bottom right corner of your dashboard. Rocky will assist you right away. If a human is needed, just let him know. Our team is available Monday through Friday, from 8:00 AM to 7:00 PM Central Time.

You can email us anytime at support@timetopet.com. We typically respond within one business day.

Our Help Center is full of step-by-step guides, how-to articles, and video tutorials. It’s always available at the links below:

In-Home Help Center

Facility Help Center

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.

Holiday Schedule:
Thursday, November 27, 2025
Friday, November 27, 2025
Thursday, December 25, 2025

Thursday, January 1, 2026
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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 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

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. You can always message us directly.

Rocky is the quickest way to get help and is trained to guide you to the right place.

No. Rocky does not have access to your business or your clients' information.

Yes. You can always email support@timetopet.com if that’s your preferred method.

Yes. Monitoring and alerting run 24/7/365, and on‑call engineers are notified immediately for any service disruption.

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.

No. Critical incidents are addressed right away and we work the issue until it’s resolved.

We’ll respond when normal business hours resume. In the meantime, the Help Center and Rocky are available 24/7.

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