Response time for paid support

[birdinatux]

Anybody know what the response time for paid support is?

It has been 3 days and no response at all. Not even to let me know they got the email.

Is this common in your experience?

Thanks!

[TimG]

Hi, I have an extended support plan, and have had virtually instant responses to my emails, even during the change from BI4 to BI5.

Have you included the info from the BI5 settings "Email Support" button ? That should put your request at the top of the pile.

It is possible that somebody at BI is on holiday of course

[Pinko]

To make life easier for support and faster response times, it is better if you use the email support button from within BI.
Using this button will copy important information to clipboard so you can paste to the top of your email, to get faster response times.

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In regards to support response times please note the following:

"While our goal is to respond within 24 hours, due to high volume, staffing, or the nature of your request, it may take longer. Also be aware that replying to your message to inquire about its status causes our email system to move your request to the end of the queue once again.

If you have not already done so, please use the “Email support now” button on the Settings/About page in the software to copy important support information to the clipboard. Open your email client, reply to the message you just sent, then Paste and Send. This will save everyone time.

If you are not on an active support plan, please see the Support page on the blueirissoftware.com website for your options."

[birdinatux]

Just to update. I got a response today. Situation resolved.

Thanks Tim for your input.

[TimG]

Excellent news, and proof that support is working too