How to get help and reply times
The best way: raise a ticket
The best way to get help is to raise a ticket. It goes straight to our team, and you get a confirmation email so you know we have your request.
You can also email support@susanoo.ai. Whichever you choose, tell us what is happening, when it started and who it affects.
When to expect a reply
We reply within 4 business hours. Business hours are Monday to Friday, 8:00 a.m. to 6:00 p.m. Eastern. If your request is urgent, we reply sooner.
On the ticket form, pick "Urgent: something is down" only when something is down. For anything else, pick Normal or Low. That keeps the urgent requests moving fast for everyone.
Adding to an open request
To add to a request you have already sent, reply to the confirmation email we sent you. Your reply stays with the same request, so you do not need to start a new one.