We prefer support requests to come through our ticketing system or email for various reasons.
Firstly, it provides a systematic audit trail of all communication between you and our staff, so that all the facts can easily be passed to whomever may be working on your problem. In the absence of a representative who has been assisting you all along, somebody else can take over and be equally knowledgeable of your issues.
Secondly, it allows us to focus on fixing problems instead of answering the phone. The time we spend answering phone calls can be channeled to more productive work such as helping a client debug a program.
In emergency cases we will provide limited phone support. For non-emergency situations, please open the ticket with our support system, requesting paid phone support (cost subject to change).