Customer Support Policies

Customer Support Policies

Contacting Customer Support

We provide Customer Support to our users via online educational resources and email messages. We do not provide phone support.

Our Support Staff is a limited resource. They try to respond to all messages as quickly as possible however they can only do so much. Users can submit questions directly to our support staff using our Support Request Form.

Our Support Staff has the following limitations:

  • We try to respond to all support requests within one business day, typically much sooner.
  • We cannot provide investment advice.
  • We can only provide limited support for computer configuration problems.

Users are expected to help our support staff in the following ways:

  • Send messages that are clear, polite and respectful.
  • Research problems using the self-help resources on our site before sending in a support request.
  • Have patience when waiting for responses.
  • Clearly explain what the problem is, what steps we can take to re-create the problem, what appears on the screen, and how big an impact the problem creates.
  • Make sure that emails from are not blocked or filtered as “Junk”
  • Messages that are disrespectful, profane or deliberately antagonistic will not be responded to.

Expected Response Time

Most customer support requests will be responded to within 24 hours (often much sooner). If there is a sitewide problem that generates a large volume of requests, we may choose to respond via our Status blog instead of individually.

Abusive Behavior Restrictions

While the vast majority of our customers abide by our policies above, people that consistantly violate those policies may be banned from receiving Customer Support replies in the future.