We are dedicated to providing excellent customer service and ensuring that your experiences with our products are positive and productive. This guide is designed to help you understand our support process and set realistic expectations regarding response times and issue resolution.
Note: A live chat is currently unavailable, and phone support is limited to Enterprise users by request.
Initiating Support:
To address your needs efficiently, we offer the following support channels:
- Email Support: For any issues or questions, please email us at support@alohi.com. Be sure to include all relevant details to help us understand and address your query promptly. If possible, send us screenshots or videos.
- Help Center: Access our extensive collection of articles and guides anytime at https://help.alohi.com/hc/en-us. This self-service option provides immediate answers to common questions and step-by-step troubleshooting instructions.
Response Times:
Our team is committed to providing timely support. Here’s what you can expect:
- We strive to respond to all emails within 24 hours on weekdays and 72 hours for requests sent before the weekend. Response times may vary based on the current volume of inquiries and the complexity of your issue.
Resolution Times:
Resolution times depend on the issue's complexity:
- Immediate Resolution: Some queries can be resolved instantly through our Help Center.
- Short-term Resolution: Simple issues are typically resolved within 1 to 3 business days.
- Long-term Resolution: More complex situations may take 5 to 7 business days to resolve. We appreciate your patience as we work to solve your issue thoroughly.
Feedback and Improvement:
After resolving your issue, we may send a survey to gather feedback on your support experience. Your responses are invaluable as they help us improve our services.