If you have questions, need help or encounter an issue with our platform or apps, simply get in touch with our dedicated support team. Our team is manned by staff in GMT+10 and GMT+2 time zones, which means we can answer even while you sleep :). We provide support during regular work hours of the timezones above, and our support is on a 'best effort' basis (our best efforts tend to be pretty good though!).
Support is provided online through our help desk service or email. If required, we will schedule webinar type screen shares to resolve the issue.
To log a ticket, simply click on the 'Need Help?' widget found in the bottom right of our website and software and ask any question. Alternatively you can email our support team at firstname.lastname@example.org. This will ensure that your issue is tracked to resolution, and will not get lost in someone's inbox. We ask that you do not email issues to our staff directly as we want the issue to be visible to our entire team in order to ensure a timely response.
Our aim is to respond within 1 work day. This can be faster or slower depending on when you log the ticket and the number of support tickets we have in progress at the time.
The best practice for getting timely support from us is to:
- Ask the question or report the issue as soon as you know about it. The sooner our team hears about the issue the sooner we can troubleshoot and respond. Don't spend too much time trying to figure it out yourself. Reach out to us, chances are we will be able to answer it fast!
- If you're making changes to an established app, roll out your new designs/app changes early in the week. This will give everyone more work days to resolve issues if they occur. We have found that Tuesdays are the best day for making changes.