When you start a chat, we aim to reply within 1 minute and for emails, it’s 10 minutes. Our support is active from 3 am to 6 pm Central time.
If it’s a question we can help you with on the chat, we always aim to do this. But if it’s something we need to create a development ticket for, we’ll create the ticket and communicate that with you.
Our development team works in 2-week sprints. This means that we have a product release every second week. We complete approximately 20 tickets in each release cycle and we have about 5 releases scheduled in advance.
When a ticket gets created by the support team, it will get labeled with either “Enhancement” or “Bug”. For bugs, we will assign one of these five priorities.
When your ticket goes into the release, you will be notified by our ticketing system. When your ticket is released on the software, we’ll let you know and send you a video of how it works, if necessary
As always you can access the online chat, bottom-right of your screen and get support for any questions you might have.