OUR SUPPORT MODEL CHANGED IN OCTOBER 2016:
Our technical support model has shifted to be a web / email first approach, which gives our clients in different time zones (especially around the world) a chance to get questions answered around the clock.
While we request a minimum of one business day turnaround for support requests, our current response time is approximately 1.5 hours -- far better than the 18 hour turnaround for similar companies. Our techs typically review support requests AFTER HOURS, on WEEKENDS, and on HOLIDAYS -- so please don't panic if you have an issue at a time where you might not expect a quick response.
If there are technical issues that we can't resolve via email, we always have the ability to do a screen sharing session using TeamViewer to fix problems that can only be addressed if we were looking at your computer. If we do that, we also enable audio so we can speak directly with you over your computer's audio. All Windows laptops and all Macintosh computers DO have built in audio). If your computer has no microphone, we will set up a dial-in phone number for you.
For Dramatica theory-related questions, we have always done that support via email (firstname.lastname@example.org), since that has to go to people trained in the Dramatica theory.
Previously, with two support technicians answering phones, a few long support issues could block out most of our support line time for the day. That didn't serve the vast majority of our clients.
We no longer offer phone support at this time.