Customer support

Because people sometimes wonder why we do not offer phone support as an option, we thought we could post an answer here as opposed to our usual one liner.

The reasons for this choice are not immediately obvious so let's explore a bit:

• email support allows us to provide a complete audit trail of every support interaction (both incoming and outgoing) so we can refer to previous inquiries easily
• quicker turnaround as some questions can be answered in no time using predefined responses (commonly asked questions or common setup issues). This translates to lower costs (that benefit everyone) and quicker responses for you
• since everything is in writing you can easily refer to our instructions and do it at your own pace (or re-read should you later on come across the same issue)
• no need to schedule an appropriate time to call you back or hold you on the phone when we need to research something or perform additional troubleshooting
• sometimes we need to include web links or even, god forbid, raw HTML code. Clearly, doing this over the phone is shall we say, not very convenient
• we can automatically tie into our support system to pull your account information and a summary of your settings.. this is definitely a huge plus

We still have a few things to improve with our support process however, such as allowing you to directly email us and reply to support tickets.