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Support Response Time

At Charii, we strive to provide timely and effective support to all our users. Understanding our response times can help you choose the best contact method for your needs and set appropriate expectations for when you'll receive assistance.

General Response Time Guidelines

Our typical response times vary based on the contact method and the nature of your inquiry:

  1. Live Chat: Immediate to 5 minutes (during business hours)
  2. Support Form / Email: 1-2 business days
  3. Social Media: 1 business day
  4. Emergency Support: 2-4 hours

Please note that these are average response times and may vary depending on the volume of inquiries we receive.

Factors Affecting Response Time

Several factors can influence how quickly we respond to your inquiry:

  1. Inquiry Complexity: Simple questions may be answered more quickly than complex issues requiring investigation.
  2. Current Support Volume: Response times may be longer during peak periods or major campaign launches.
  3. Completeness of Information: Providing all necessary details upfront can lead to faster resolution.
  4. Time of Submission: Inquiries received outside of business hours will be addressed the next business day.

Priority Levels

We prioritize inquiries based on their urgency and potential impact:

  1. Critical: Account security issues, payment problems with live campaigns

    • Target Response Time: 2-4 hours

  2. High: Issues affecting active campaigns, technical problems preventing campaign creation or contributions

    • Target Response Time: 4-8 hours

  3. Medium: General account inquiries, non-urgent campaign questions

    • Target Response Time: 1-2 business days

  4. Low: Feature requests, general platform questions

    • Target Response Time: 2-3 business days

Business Hours

Our support team is available during the following hours:

  • Monday to Friday: 9:00 AM - 6:00 PM EST
  • Saturday: 10:00 AM - 4:00 PM EST (Live chat and emergency support only)
  • Sunday: Closed (Emergency support available)

How to Get Faster Support

To help us assist you more quickly:

  1. Use the Right Channel: Choose live chat for immediate assistance during business hours.
  2. Provide Detailed Information: Include all relevant details in your initial inquiry.
  3. Check FAQs First: Your question might already be answered in our FAQs.
  4. Specify Urgency: Clearly indicate if your issue is time-sensitive.

What to Expect After Submitting an Inquiry

  1. Confirmation: You'll receive an automatic confirmation with a ticket number for reference.
  2. Initial Response: A support agent will respond within the estimated time frame.
  3. Follow-up: For complex issues, we may need additional information or time to investigate.
  4. Resolution: We'll work with you until your issue is resolved or your question is fully answered.

Response Time Commitment

While we strive to meet or exceed our target response times, please understand that actual times may vary. We appreciate your patience and will always keep you updated on the status of your inquiry.

Escalation Process

If you feel your issue isn't being addressed in a timely manner:

  1. Reply to your support ticket requesting an escalation.
  2. Use the subject line "Request for Escalation - [Your Ticket Number]".
  3. Explain why you believe your issue needs to be escalated.

Our support managers review all escalation requests and will respond within one business day.

Feedback on Our Response Times

We're always looking to improve our support services. If you have feedback about our response times or support quality:

  1. Use our Feedback Form to share your thoughts.
  2. Respond to the support satisfaction survey sent after your ticket is closed.

Your input helps us continually enhance our support processes and response times.

Remember, we're committed to providing you with the best possible support experience. If you have any questions about our response times or need urgent assistance, don't hesitate to reach out through our support channels.