You submit a question or request by email or the support form accessed by logging in. Once subscribed, you’ll receive the details for these.
You’ll receive an answer within two business days (usually sooner). The conversation will continue via email until your question is resolved. You can also login to the support portal to view & reply there if you prefer. Any support requests you’ve made previously are viewable in the portal.
You can only have one ticket open at a time. If your question cannot be easily answered and requires substantial time to deal with, we’ll let you know that it is outside the scope of our standard support, why that’s the case & what the cost is to resolve it.
Our subscriptions are designed for ongoing, fair-use advisory support. Most clients ask a handful of focused questions each month and get excellent value. If your needs grow beyond that, we’ll always discuss the best next step rather than letting things get awkward or unclear.
You can cancel your subscription at any time, but you won’t be able to re-subscribe for 6 months and your ticket history will be lost.