Pre-sales requests are usually answered within 3 hours on business days. For technical requests, it depends on the difficulty of your question but you can expect an initial reply within 12 hours on business days. Our average first-response time is currently 7h 48m (which includes weekends).
While we often reply sooner than the times indicated above, please note it depends on a few factors:
Your time of day: our operating hours are within office hours of UTC+2. For our American friends, that means we’re online roughly between 4 a.m. and 12 p.m EST.
The workload of our support staff: when there is a higher volume of tickets, it may affect reply times.
The information you give us: if your tickets contains insufficient information, we will reply asking for basic information. At that point, your support request will be re-queued behind all other tickets already received.