Contact Support

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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.

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Support Channels

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Email Support

For technical issues, account questions, and general inquiries: Email: support@illumichat.com Response Time: Within 24 hours (usually much faster)

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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

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Community Support

Connect with other IllumiChat users:

• Discord: Join our community
• GitHub: Report bugs and request features
• Documentation: Browse our help docs

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Before Contacting Support

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Check Our Resources

Many questions can be answered quickly by checking:

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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)

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Priority Support

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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

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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

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Bug Reports

Found a bug? Help us fix it:

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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

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Submit Bug Report

1. GitHub Issues: Create an issue
2. Email: Send to bugs@illumichat.com
3. Support Form: Use the contact form below

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Feature Requests

Have an idea for improving IllumiChat?

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Submit Feature Request

1. GitHub Discussions: Start a discussion
2. Email: Send to features@illumichat.com
3. Community Vote: Share in our Discord community

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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?

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Account Issues

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Billing Support

For billing and subscription questions:

• Email: billing@illumichat.com
• Phone: +1 (555) 123-4567 (Enterprise customers only)

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Account Recovery

Can’t access your account?

1. Password Reset: Use the “Forgot Password” link
2. Two-Factor Issues: Contact support for 2FA recovery
3. Account Locked: Email support with account details

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Response Times

Our commitment to you:

Plan	Email Response	Live Chat	Phone Support
Free	48 hours	❌	❌
Pro	8 hours	✅	❌
Enterprise	4 hours	✅	✅

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Escalation Process

If you’re not satisfied with the initial response:

1. Request Escalation: Ask the support agent to escalate your case
2. Manager Review: Your case will be reviewed by a support manager
3. Direct Contact: For urgent issues, contact escalations@illumichat.com

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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

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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

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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*

*Phone support available for Enterprise customers only

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Next Steps