Thank you for responding to our survey! We received a strong response rate and value your opinion. Based on the responses and your feedback we have been able to make some key decisions on how to best serve you.
Now that we know that an overwhelming majority prefer Monday - Friday Support and the time preference to assist you was 9 AM - 5 PM EDT / 6 AM - 2 PM PDT. We have decided to staff our Support Team during these hours to best suit your needs. This is when you can expect we are available.
How to Reach Us
Your number one preference for correspondence with us was email. So we will respond to your emails during the 9 AM - 5 PM EDT hours. For your convenience, you can just send us an email to firstname.lastname@example.org and that email gets transferred into a ticketing system that is monitored by the team. It is the most efficient way to get a response since this system is the first place that we check each day when supporting you.
If you have an urgent issue that is time sensitive, or an emergency, please type, "URGENT" in the subject line. We will prioritize requests labeled as URGENT first and monitor for URGENT tickets on Saturday and Sunday.
You can also request that we call you back if there is a matter that you want to speak about on the phone. Just write that in the body of the email with the best number and times to reach you.
What to Say
Please be as detailed as possible when describing your reason for contacting the Support Team. This will help us when we research and assign tickets. Including things like the member name, location name, and as many details as possible help us help you.
Holidays and Weekends
We value our team as much as you do! That is why they receive vacation, holidays and time off. You will always receive the most efficient response by sending your requests to email@example.com because on holidays and weekends, we have someone checking for emails with the URGENT label in the subject line. Other issues will be assigned when we get back from our holiday breaks or weekends.
Monday - Friday
9 AM - 5 PM EDT / 6 AM - 2 PM PDT
- Include "URGENT" in the subject for time sensitive and emergencies.
- Including examples of members names, location names, etc are extremely helpful.