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How We Handle Support
Clear expectations and transparent timelines
Response Time
Email: 24-48 hours
Ticket: 12-24 hours
Critical: 2-4 hours
Priority System
Critical: Platform down
High: Major features broken
Normal: General inquiries
Working Hours
Support: Mon-Fri, 9AM-6PM EAT
Emergency: 24/7 for critical issues
Weekend: Limited support
Escalation
No response? Reply to ticket
Urgent? Email: [email protected]
Enterprise: Dedicated account manager
Our Support Commitment
We're committed to providing excellent support. If you're not satisfied with the resolution, ask to escalate to a supervisor. For enterprise customers, you have direct access to your account manager. We track all support interactions to ensure quality and continuous improvement.