Getting support

Get the help you need when using Voxifly. Learn about available support options and how to get the most effective assistance.

Support options

Self-service resources

• Documentation: Comprehensive guides and tutorials
• FAQ section: Frequently asked questions
• Video tutorials: Step-by-step walkthroughs
• Community forum: Connect with other users

Direct support

• Email support: support@voxifly.com
• Live chat: Available during business hours
• Priority support: For Business plan customers
• Phone support: Available for Enterprise customers

Community support

• User forum: Community discussion forum
• Knowledge base: Community-contributed knowledge
• User groups: Local user groups and meetups
• Social media: Follow us on social platforms

Contacting support

Email support

• Email address: support@voxifly.com
• Response time: Within 24 hours
• Business hours: Monday-Friday, 9 AM - 5 PM EST
• Priority support: Faster response for Business customers

Live chat

• Availability: Monday-Friday, 9 AM - 5 PM EST
• Response time: Immediate response
• Languages: English and Spanish
• Technical support: Technical assistance available

Phone support

• Availability: Business plan customers
• Hours: Monday-Friday, 9 AM - 5 PM EST
• Languages: English and Spanish
• Technical support: Direct technical assistance

Support tiers

Community support

• Self-service: Documentation and FAQ
• Community forum: User-to-user support
• Response time: Community-dependent
• Availability: 24/7

Email support

• Starter plan: Community support only
• Pro plan: Email support included
• Business plan: Priority email support
• Response time: 24-48 hours

Priority support

• Business plan: Priority email support
• Enterprise plan: Phone and priority support
• Response time: 4-8 hours
• Availability: Extended hours

Enterprise support

• Enterprise plan: Dedicated support
• Phone support: Direct phone access
• Account manager: Dedicated account manager
• Response time: 1-2 hours

Preparing for support

Information to provide

• Account details: Account email and plan
• Problem description: Clear description of issue
• Steps to reproduce: Steps that led to problem
• Expected behavior: What should happen
• Actual behavior: What actually happens

Additional information

• Browser information: Browser type and version
• Device information: Device type and operating system
• Screenshots: Visual evidence of problem
• Error messages: Any error messages received

Before contacting support

1. Check documentation: Review relevant documentation
2. Search FAQ: Look for similar issues in FAQ
3. Try troubleshooting: Attempt basic troubleshooting
4. Gather information: Collect relevant information
5. Prepare description: Prepare clear problem description

Support process

Initial contact

1. Choose support method: Select appropriate support method
2. Provide information: Provide required information
3. Wait for response: Wait for support response
4. Follow instructions: Follow support instructions
5. Provide feedback: Provide feedback on resolution

Support escalation

1. Initial response: Receive initial response
2. Follow-up questions: Answer follow-up questions
3. Escalation: Escalate if needed
4. Resolution: Work toward resolution
5. Confirmation: Confirm issue resolution

Support follow-up

1. Resolution confirmation: Confirm issue resolution
2. Feedback request: Provide feedback on support
3. Prevention tips: Receive prevention tips
4. Documentation update: Update documentation if needed
5. Follow-up contact: Follow up if needed

Support best practices

Effective communication

• Clear description: Provide clear problem description
• Relevant information: Include relevant information
• Patience: Be patient with support process
• Cooperation: Cooperate with support team

Problem reporting

• Detailed description: Provide detailed problem description
• Steps to reproduce: Include steps to reproduce
• Expected vs actual: Compare expected vs actual behavior
• Supporting evidence: Provide supporting evidence

Follow-up

• Respond promptly: Respond to support requests promptly
• Provide updates: Provide updates on issue status
• Test solutions: Test provided solutions
• Report results: Report results of testing

Support resources

Documentation

• User guides: Comprehensive user guides
• API documentation: Technical API documentation
• Integration guides: Third-party integration guides
• Best practices: Recommended best practices

Video resources

• Getting started: Getting started videos
• Feature tutorials: Feature-specific tutorials
• Advanced topics: Advanced topic videos
• Webinar recordings: Recorded webinars

Community resources

• User forum: Community discussion forum
• Knowledge base: Community knowledge base
• User groups: Local user groups
• Social media: Social media channels

Support policies

Response times

• Community support: Community-dependent
• Email support: 24-48 hours
• Priority support: 4-8 hours
• Enterprise support: 1-2 hours

Support hours

• Business hours: Monday-Friday, 9 AM - 5 PM EST
• Extended hours: Available for Enterprise customers
• Emergency support: Available for critical issues
• Holiday support: Limited support during holidays

Support scope

• Voxifly platform: Support for Voxifly platform
• Integration support: Limited integration support
• Custom development: Not included in standard support
• Third-party issues: Limited third-party support

Feedback and improvement

Support feedback

• Feedback surveys: Complete support feedback surveys
• Rating system: Rate support experience
• Improvement suggestions: Suggest improvements
• Feature requests: Request new features

Continuous improvement

• Support analysis: Analyze support data
• Process improvement: Improve support processes
• Training updates: Update support training
• Tool enhancement: Enhance support tools

Next steps

• [Common issues] - Detailed troubleshooting
• [Performance tips] - Optimization guide