We are a small team and we want you to feel looked after. Here is when we are available, how fast you can expect a first reply, and how to help us help you quickly.
When we are here
Our support hours are Monday to Friday, 8am to 6pm Central. Requests that arrive outside those hours are picked up when we open, and the clock starts then.
How quickly we reply
When you send a request you choose an urgency. Each one comes with a promise:
| Urgency | First reply | Our goal |
|---|---|---|
| Urgent | Within 1 business hour (30 minutes on event days) | Resolved the same day |
| High | Within 4 business hours | Resolved within 1 business day |
| Normal | By the next business day | Resolved within 3 business days |
| Low | Within 2 business days | Reviewed in our monthly roadmap |
Choosing the right urgency
- Urgent: something is broken right now and members or money are affected. Examples: your website is down, payments are failing, or check-in is not working during an event.
- High: an important task is blocked and there is no workaround, but nothing is on fire today.
- Normal: a question, a how-to, or something that is not working well but you can work around it. This is the right choice most of the time.
- Low: a suggestion, a wish-list idea, or a nice-to-have.
When in doubt, pick Normal and tell us what is at stake. We will move it up if it needs it.
What to include in your request
- What you were trying to do, in a sentence or two.
- What happened instead, including any message you saw on screen.
- Where it happened: the screen name, and the member, event or invoice involved.
- When it started, and whether it ever worked before.
- A screenshot, if you can. It often answers our first three questions.
You can send a request from the help center at help.chamberculture.com, or email help@chamberculture.com. Either way, give us a short subject, the details above and your urgency (Urgent, High, Normal or Low). The more detail you give, the faster we can help, and the less we have to ask you.
Good to know
- You will get your replies by email, and you can follow up in the same thread.
- Please send one problem per request so nothing gets lost.
- For event days, tell us the event name and time so we can watch it closely.
Related: Signing in to the CRM; Finding your way around the CRM