Support reply time

[km_alamin112]

I submitted a ticket to customer service 2 days ago and have yet to receive a response, which is quite unusual given that I typically hear back within a couple of hours. According to the information provided, the maximum response time is 12 hours.

I'm wondering whether I should continue to wait for a response. Perhaps there's a backlog of work or my issue requires more time to resolve. Alternatively, should I consider submitting a new ticket?

Your guidance on the next steps would be greatly appreciated. Thank you for your attention to this matter

[Lena]

Hello @km_alamin112 

Upon checking your inquiry, we can see that our Customer Support is handling the ticket. Please be aware that there might be a slight delay in response as we are currently experiencing a surge in the number of tickets. Rest assured that we will update you as soon as we have new information. Please refrain from opening additional tickets as it will be difficult to keep up with multiple requests. 

We appreciate your understanding and patience.

[km_alamin112]

@Lena I don't know what is happening in support. But I wonder why I have not gotten any reply related to my topics from support, which is horrible!

 

[Lena]

Hi again @km_alamin112 

As I said in the previous reply, we are currently experiencing a surge in the number of tickets. I assure you that our CS is actively working to resolve your issue. We will update you as soon as we have new information. 

Thank you.