Our initial response will come within 24 hours. We are committed to delivering high quality support and fast resolutions. We try our hardest to never let support cases time out for our customers to ensure that every case has a satisfactory answer or way forward. However, this requires that the lines of communication go both ways. Support cases with no response from customers for more than 6 business days will be closed as timed out.
Hours of coverage include 9am - 5pm (Central European Time) from Monday to Friday. We do not provide coverage during weekends and national Polish holidays.
We frequently hold screen-sharing sessions with customers to reduce miscommunication and delays, allowing us to deliver a resolution in a much shorter timeframe.
We work closely with our development teams to ensure more timely root-cause analysis as well as collaborate on fixes.
Our average response time is less than 12 hours and in most cases you'll have several interactions with our team members within the same business day.
* Hours of availability for chat include 9am - 5pm (Central European Time) from Monday to Friday. We do not provide coverage during weekends and national Polish holidays.