We want you to wait as little as possible for a reply. To help with that, it's useful to know when our support team is working, which channels you can reach us through, and how reports are handled around public holidays.
During this period our team processes every incoming enquiry. Tickets and messages that arrive outside support hours aren't lost: the system records them, and we start working on them on the next business day after opening.
For technical problems we recommend a ticket, because it lets you record error messages, screenshots and the exact circumstances of the problem, so you don't have to explain the same thing several times.
On public holidays in Hungary and official holidays, our support team is closed. You can still submit your ticket then, but processing begins on the next business day. Before long weekends and the year-end holidays, it's worth letting us know in good time if you have a question that may be urgent because of a deadline.
On every subscription plan, regardless of how severe the problem is, we commit to a 72-hour response time, except in the case of active extra SLA services. The response time counts from the moment we record your report, and no later than 9:00 on the first business day after submission. The response time is the time until our support team gets back to you and starts troubleshooting; the troubleshooting itself is not included. The detailed terms are in the customer support section of the Terms and Conditions. If you need a faster response, read our article on priority support.
Thank you for your patience and cooperation – our team works every day to provide the best possible support.
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