When will my support ticket be answered?
The response time of our online support system is usually between a few minutes and a few hours on business days, depending on how busy it is at the moment. Support inquiries sent before 4 pm CET are almost always answered on the same day.
- Standard tickets are answered every business day, including on Saturday morning
- Priority tickets are also answered on Sundays and holidays
The online support system uses a fair use policy: in case of abuse, other tickets will be given priority, even if they are sent at a later time. This way we can keep support fast, efficient and free.
In some situations, it may take longer for receiving an answer:
- When sending an excessive number of tickets
- When sending a large number of questions that can be found in the documentation or in the frequently asked questions
- When it appears that the steps from a previous solution have not been read or executed
