Hi Team
We have been waiting since the 17/7 for a response to a support request. Other than the standard response of "our support team is on the case" and the 3-5 days unrealistic estimate we have had nothing. The case still has the status of "new". For us this particular event is not urgent but it does leave us wondering how exactly we get timely help if something is urgent. Please advise what the actual response time is for support requests.
Hi JillL1,
Thanks for your patience. I can understand why waiting since 17 July, with the case still showing as ‘New’, has raised concerns about how quickly you can get help when something is urgent.
Our usual response timeframe is 3–5 business days, but this is an estimate rather than a guaranteed timeframe. We’re currently managing a high volume of requests, so we don’t have a reliable estimated response time for your case right now. Our support team is working through requests as quickly as possible, and we’ll get back to you as soon as we can. If the issue becomes urgent, you can also try one of the other options to contact our support team here.
Regards,
Sai
Hi Jill,
I have posted a 3 cases in the past two weeks. Today I was contact via email for two of them, I sent information on one of them and then they then closed the case after hours via email. . . I just had another closed with absolutly no commmunication.
It's incredibly frustrating.
Keep an eye out on your emails after hours
