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Chat Support Hours of Operation (9am-5pmEST)

Last Updated: Oct 20, 2016 12:45PM EDT
Chat Rules and Guidelines 
  • Hours of operation: 9am – 5pm (ET), Monday through Friday (with the exception of holidays)
  • The ‘Live Chat’ button can be found on the support.higherlogic.com page within HUG, near the ‘Create a Case’ button.
  • Chat should be a short Q&A, or things that can be done rather quickly. Some examples include bug/enhancement updates, “how to”, and “where do I find” types of questions.
  • It is possible that a Support Advisor may determine that the question is better suited for an actual email ticket. In this instance we will convert to an email support ticket and communicate/resolve via email.
  • We are targeting a chat response time of under 5 minutes. If there is no response in 10 minutes, please do not hesitate to create a ticket. 
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