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How can we contact customer support and are there any specific hours when support is being offered?Asked by karenlm on April 09, 2015 at 03:34 PMTell me a bit about Customer Support hours, average response & resolution time. Is the point of contact only by email?customer support support hours support channels
We provide support in several different manners:
The forum is the best way to communicate as it allows us to get your issue to our developers if by some chance it is needed + forum is already filled with lots of great questions and answers, so you might only need to do a quick search and find several different ways on how to achieve what you were looking for.
Due to many emails that we receive per day, it can be that sometimes we do not get to reply back to the emails at the same day, plus some emails could end up in spam folder as well.
Twitter is a great way to communicate, but unfortunately it allows only 160 characters to be typed so this is a very limited manner to communicate properly, but still an option if you need some quick help.
Chat is by far the best option to use, but due to so many people on our website, a very likely chance is that you will not see the chat popup at all or that you will see it only for a second or two.
This is due to the limitations of how many chats we can have and due to a big load of chat requests. For the same reason the chat is not opened all of the time.
I mentioned a bit about all of them to give you a clearer picture about the best way, but to confirm, the best way would be to contact us over our forum (like now) as there is always someone of forum.
To reply to your question about the dedicated hours. We do not have any specific hours dedicated to answering on forum since it is available 24 hours per day and so are our support agents.
At some times, it might require us to reply slower - if for example there are many new threads on our forum, but usually we like to clear it up so that we do not have any of them in our inbox.