To start a conversation, open the chat bubble on the bottom right corner. Signed-in users are automatically registered and can submit new tickets and view history on previously opened tickets.
We will answer as soon as possible. The median response time has been around 50 minutes, historically. The median time to close was around 4 hours. That means that, sometimes we chat, sometimes answers are delayed.
Median is similar to average, see the Wikipedia definition. Sometimes we answer quickly, sometimes it can take a while.
We don't provide assisted migration from third party service, because fortrabbit is a self-service aimed at developers. Unless you have the necessary skills to deploy and maintain a website, you will need a developer to handle your website on fortrabbit. However, we are always happy to help with specific technical questions on the matter. There is also a detailed migration guide which you may find useful.Doing the migration on your own helps you understanding how deployment works here.
We might be able to prepare that with you. Please let us know a few days in advance.
The scope of our support covers primarily helping with deployment of the code and configuring your Apps. Mind that we are also monitoring our systems for general issues. The few urgent cases we do see are usually connected to human errors when clients accidentally mess up or delete things. We have priority criteria policies, meaning that urgent and important cases will be answered first.
That usually doesn't happen. You will get the answer by e-mail, when you are away. You can also answer on that e-mail or jump back into chat at any time. It works really well.
Kind of. We have Company plans for enhanced collaboration features and better support. Clients with company plans enabled will get on the important list. We will take more time to answer tickets and will look deeper.
Sorry, no telephone support hotline here, but you can call our office and we will likely answer the phone. fortrabbit limits the general support to online communication. It allows us to keep the pricing down, while maintaining a feature-rich application. It also helps us gathering details and other information for effective troubleshooting. A lot of our support involves pointing to relevant help articles, we feel this is easier to do in written form. The support cases are often technical in nature, requiring escalation to 2nd level support. We rely on the conversation prior to escalation to provide the basis for further troubleshooting and support.
We don't offer 24/7 support, please see above to understand why.
We like to hear your ideas! You can submit feedback via the same support bubble on our website.
Perhaps not, please see our software support levels document to find which software we can support.