Need Help? We’re Here for You
Our support team is ready to help you succeed with IllumiChat. Here are the different ways you can get assistance.Support Channels
Email Support
For technical issues, account questions, and general inquiries: Email: support@illumichat.com Response Time: Within 24 hours (usually much faster)Include your account email and a detailed description of the issue for faster resolution.
Live Chat
Get instant help during business hours:- Available: Monday - Friday, 9 AM - 6 PM EST
- Access: Click the chat widget in the bottom right of any page
- Best for: Quick questions and immediate assistance
Community Support
Connect with other IllumiChat users:- Discord: Join our community
- GitHub: Report bugs and request features
- Documentation: Browse our help docs
Before Contacting Support
Check Our Resources
Many questions can be answered quickly by checking:FAQ
Common questions and answers.
Troubleshooting Guides
Step-by-step solutions for common issues.
API Documentation
Complete technical documentation.
Video Tutorials
Visual guides and walkthroughs.
Gather Information
To help us assist you faster, please include:- Account Information: Your email address
- Issue Description: What you’re trying to do and what’s happening
- Error Messages: Any error codes or messages you’re seeing
- Steps Taken: What you’ve already tried
- Screenshots: Visual evidence of the issue (if applicable)
Priority Support
Enterprise Customers
Enterprise plan customers receive:- Priority Response: 4-hour response time
- Dedicated Support: Assigned support representative
- Phone Support: Direct phone line for urgent issues
- Custom Training: Personalized onboarding and training sessions
Pro Plan Customers
Pro plan customers receive:- Enhanced Support: 8-hour response time
- Extended Hours: Support available on weekends
- Advanced Troubleshooting: In-depth technical assistance
Bug Reports
Found a bug? Help us fix it:What to Include
- Steps to Reproduce: Exact steps that cause the issue
- Expected vs Actual: What should happen vs what actually happens
- Environment: Browser, OS, and any relevant details
- Screenshots/Videos: Visual evidence of the bug
- Console Logs: Any error messages from browser console
Submit Bug Report
- GitHub Issues: Create an issue
- Email: Send to bugs@illumichat.com
- Support Form: Use the contact form below
Feature Requests
Have an idea for improving IllumiChat?Submit Feature Request
- GitHub Discussions: Start a discussion
- Email: Send to features@illumichat.com
- Community Vote: Share in our Discord community
What to Include
- Use Case: How would this feature help you?
- Current Workaround: How do you solve this problem now?
- Mockups: Visual examples if applicable
- Priority: How important is this to your workflow?
Account Issues
Billing Support
For billing and subscription questions:- Email: billing@illumichat.com
- Phone: +1 (555) 123-4567 (Enterprise customers only)
Account Recovery
Can’t access your account?- Password Reset: Use the “Forgot Password” link
- Two-Factor Issues: Contact support for 2FA recovery
- Account Locked: Email support with account details
Response Times
Our commitment to you:| Plan | Email Response | Live Chat | Phone Support |
|---|---|---|---|
| Free | 48 hours | ❌ | ❌ |
| Pro | 8 hours | ✅ | ❌ |
| Enterprise | 4 hours | ✅ | ✅ |
Response times are during business hours (Monday-Friday, 9 AM - 6 PM EST). Weekend support available for Pro and Enterprise customers.
Escalation Process
If you’re not satisfied with the initial response:- Request Escalation: Ask the support agent to escalate your case
- Manager Review: Your case will be reviewed by a support manager
- Direct Contact: For urgent issues, contact escalations@illumichat.com
Feedback
We value your feedback to improve our service:- Support Quality: Rate your support experience
- Product Feedback: Share your thoughts on IllumiChat
- Documentation: Help us improve our docs
- General: Any other feedback or suggestions
Emergency Contacts
For critical issues affecting production systems:- Enterprise Customers: Use your dedicated support line
- Pro Customers: Email urgent@illumichat.com
- All Customers: Post in Discord #urgent channel
Emergency contacts are for critical production issues only. Please use regular support channels for non-urgent matters.
Support Hours
| Day | Hours (EST) | Available Channels |
|---|---|---|
| Monday - Friday | 9 AM - 6 PM | Email, Live Chat, Phone* |
| Saturday | 10 AM - 4 PM | Email, Live Chat* |
| Sunday | 10 AM - 4 PM | Email, Live Chat* |