Support Request Status

This page shows the status of each email we have recently received from you (see below for more information).

Request Summary

Requests From	NA
Requests In Last	4 days

Recent Support Requests

This section shows a live feed of your current support request statuses. It will update automatically.

Are we missing an email or ticket from you?  Try adding the 'from' address you used as an alternate email address on your account.

Times are Eastern Standard Time.

The typical life cycle of a support request goes like this:

• The email or ticket arrives in our shared support inbox.  Our system tries to figure out which customer account the email relates to.  e.g. looking at the from email address and comparing it to the primary and alternate email addresses on your contact details page.  We have one or more (typically 2-6) staff working on the support requests.
• A staff member may check the email subject or read the email/ticket.  These requests appear as 'Seen'.
• A staff member may make a note on the request (e.g. that it needs to be dealt with at a certain time, e.g. that it is something a particular staff member needs to deal with).  These requests appear as 'Assessed'.
• A staff member will 'grab' the email to work on.  This indicates to other staff members that someone is taking care of the request.  These requests appear as 'Being Worked On'.
• The staff member will work on the request and then reply to the customer.  These requests appear as 'Answered'.  We try to answer requests in the order they were received.  Though quick replies and urgent issues will typically be done first.  To get an idea for how busy we are and how long we are taking to do things check out the Support Queue Snapshot.
• Some messages may not require any follow up on our part. So we do not reply to them. e.g. thank you notes, e.g. informational messages.  These appear as 'Not Currently In The Support Queue'.

Support Queue Snapshot

	Currently in the Support Queue	7 Items
	Currently Being Worked On	2
	Typical Response Time1	29 minutes

These figures are for all of our current work queue (for all customers, not just you).

Typical Response Time¹: Over the last 24 hours we have responded to most (70%) requests from customers in 29 minutes.

More support stats?