Support not respornding

[ns_soft_studio1]

i need to ask how much time does it takes for the support to give you an answer.

What is the usual time to get a response?

Is it 10+ hours?

She gave me a generic replay and then for ten hours nothing.

[Aurelien]

Hi @ns_soft_studio1 

It will usually take a few hours, then it depends on your plan.

You have to take into account the timezone too: if someone starts answering your question at the end of his/her day, then the next answer will be on the morning of the next day, necessarily. They usually don't substitute to each other, and in my opinion this is a very good thing.

10 hours, from your screenshot, makes me think about this kind of situation.

Also: not answering does not mean they are not working on the case.

I would say: just wait and be patient.

After 24h of not answering though, I would suggest to tag a community manager here to try escalating the topic 🙂

[Steve]

Escalated.