In the past we had allowed support tickets to be opened via e-mail, however this option has in most cases created a delay in average resolution times. When a support ticket is opened via our support system, the user is asked a number of questions to allow the ticket to be correctly directed and have the required information. When a ticket is opened via email, it does not do this and in most cases, our first reply to these tickets is a request for information that would have been obtained had the ticket been opened via our support system.
To improve our support system and reduce response and resolution times, we are now only allowing tickets to be opened online via our support page which is linked from every page and website we have. This will ensure that we have all the information we require to immediately address the concerns or questions outlined in the support ticket.
Customer service, billing and other non support departments are unaffected. These changes only apply to support departments.