Hours of Operation
We provide support from Monday to Friday, 9:30 AM – 4:30 PM Central European Time. During these hours, our team actively monitors all incoming inquiries.
Response Times
We aim to reply to every support request within one business day. This includes inquiries received outside of operating hours, which will be addressed the following business day in the order they are received.
Live Chat Availability
Live chat may be offered during our support hours, but availability can vary depending on team capacity. If live chat is not available at the time you reach out, feel free to leave a message. Rest assured, we will respond to your question within one business day.
What to Expect
Prompt acknowledgment of your request
Clear, actionable support responses
Follow-up to ensure your issue is resolved or your question is answered
Providing Helpful Information
When contacting support, including specific identifiers can help us assist you faster:
Job ID: Found on the job details page, helps us locate specific imports or exports
Analysis ID: Found during file analysis/validation (displayed with an "A_" prefix), helps us troubleshoot file validation issues
Error codes: Any error codes shown (e.g., PRD001, ORD005)
Screenshots: Visual context of the issue you're experiencing
If you have any questions or concerns about our support policies, please let us know! We appreciate your understanding and look forward to assisting you.