Support & Response Policy
The Chvmbers support system exists to assist with technical issues, platform concerns, content reports, and general enquiries.
All support requests are reviewed manually.
Support Categories & Response Targets
Current response targets are provided as guidance only and are not guaranteed.
| Category | Priority | Target Response Time |
|---|---|---|
| General Contact | Low | Within 5 days |
| Technical Support | Normal | Within 3 days |
| Make a Complaint | High | Within 2 days |
| Report Content | Critical | Within 1 day |
More complex issues may require additional investigation time.
Support Expectations
When contacting support, users should provide clear and accurate information wherever possible.
Helpful details may include:
- Screenshots or recordings
- Browser or device information
- Error messages
- Steps taken before the issue occurred
Incomplete reports may delay investigation times.
Respectful Communication
Abusive, threatening, or intentionally disruptive behaviour toward support may result in requests being restricted or closed.
Duplicate Requests
Duplicate or repeated tickets relating to the same issue may be merged, closed, or redirected where appropriate.
Platform Development
Chvmbers is an evolving platform and some features or systems may still be experimental during development.
Support responses may occasionally include temporary workarounds while permanent fixes are investigated.
Policy Updates
Support processes, priorities, and response targets may change as the platform develops.