Guidelines, Priorities, and Best Practices •
Providing effective customer support goes far beyond simply answering questions – it’s about building a secure, structured, and responsive system that protects our clients and allows us to serve them efficiently. To maintain this balance, we’ve implemented several operational protocols and security measures that every client should be aware of. This article outlines those key policies, explains how support is prioritized, and provides tips to ensure you get the help you need without unnecessary delays.
Unique Client Identification and Security Protocols
Every client in our support system is assigned a unique personal ID, which is permanently associated with the email address used during registration. This personal ID forms the foundation of your identity within our platform and ensures that any communication or support request we process is secure and traceable.
This structure isn’t just for administrative convenience – it’s a critical security measure. If a person registers a new account using a different email address, even if they are the same individual or from the same organization, our system flags this as a potential risk. In such cases, services may be suspended or delayed until proper verification is completed. This approach protects your account from impersonation attempts and unauthorized access.
High-quality support depends on more than availability – it requires clear rules that safeguard users and streamline operations. Knowing what qualifies a ticket for support helps everyone get faster, more accurate assistance.
Why This Matters
Consider a scenario where a malicious actor tries to impersonate you. They could register using your company name or pose as a team member, attempting to gain access to your dashboard, files, or sensitive information. If support agents accepted requests based solely on company names or vague identifiers, this could lead to serious data breaches. That’s why we only process support tickets from verified emails linked to active, authenticated accounts.
In other words, your verified email address is your passport to support – and it’s the only one we recognize.
Updating Your Contact Information
If you’ve recently changed your email address, you must notify us as soon as possible. The fastest way to update your information is to submit a new ticket through your authenticated account, referencing the new email address you’d like to use.
Alternatively, you can send an email from your previous (currently verified) address [email protected] with a request to update your contact details. Once verified, we’ll update your profile so that future support requests from your new address are properly recognized and prioritized.
Important: We cannot process email updates from unverified addresses. If you’ve lost access to your old email and cannot verify ownership, you’ll need to undergo an identity verification process to regain access.
Account Security: Your Responsibility
While we maintain strict internal controls, you play a critical role in maintaining the security of your account. We cannot be held responsible if you lose control of your verified email account or share your login credentials with unauthorized parties.
To protect your data:
- Never share your account login with others.
- Avoid using shared or generic email accounts for registration.
- Immediately report any suspicious activity to our support team.
Security is a shared responsibility, and your vigilance is key.
Support Agent Availability and Ticket Prioritization
Our support team operates primarily during the business hours listed on our Contact page, which apply to general customer service, project-related communication, and non-urgent inquiries. However, technical support is available 24/7 to ensure infrastructure stability.
That said, ticket prioritization depends on several factors:
- Active Subscriptions: Tickets submitted from accounts with active support plans receive top priority.
- Service-Level Agreements (SLA): If you’ve purchased a service with a defined SLA, your ticket will be handled accordingly.
- Urgency: Critical issues involving system downtime or data loss are escalated automatically.
- General Queries: Non-urgent tickets or requests from expired accounts are handled within 24 hours but may experience a delay during high-volume periods.
If your situation requires immediate intervention, you can use our Here and Now Administration option. This is a paid, priority-based service that connects you with the next available specialist for real-time resolution.
Language Preferences and Response Times
While the default language for all support communication is English, we do offer multilingual support for selected languages listed in the floating panel on our Support Center. These languages are covered by in-house agents and are supported during regular business hours.
If you submit a ticket in a language outside of those listed, your request may be handled by our AI-based system. While we will still respond, these tickets are assigned the lowest priority due to limited human language coverage.
To ensure faster and more effective communication, we recommend using English or one of the supported languages when submitting tickets.
We are fully committed to providing fast, reliable, and secure customer support, but achieving that requires collaboration. By following our verification protocols, keeping your contact information up to date, and using your verified account for all communication, you help us help you more effectively.
Every step in our support process is designed to protect your data and prioritize the most urgent needs. We’re here to support your success, and with your cooperation, we can continue to deliver the high standard of service you expect from us.
Should you have any questions or require clarification on any of the above policies, feel free to reach out through our Ticket system at any time.