Lost messages
Client contact us in various ways. Mostly email, but some go via website chat, feedback form, text/iMessage/Signal messages, some use Skype or send private messages on LinkedIn, Facebook, Twitter or Xing. All the messages usually arrive and we get notified. But sometimes it fails.If you don't get an answer within a reasonable time, e.g. 2 days, please contact us again using an alternative way. The idea with 2 days is that there may always be a holiday or time in an airplane while traveling, where we have no chance to look into your message.
Recently we had a client putting several support requests into a web form on our website which all were not delivered. Not sure what the outage was that let a few of many messages not come through. Other clients sent messages before, in-between and after and those worked. If the web form doesn't work, please come back via email. The client was of course very disappointed, but waited weeks before they contacted us via email about this. We could have helped quicker.
One thing not to forget is to put our domain monkeybreadsoftware.de on a white list for your spam filter or add our support email address to your contacts. This may prevent spam filters to block us. Regularly our emails get blocked and answers or even license key delivery fails. A way to overcome that is to provide a second email for us, so we can answer to that one. And finally typing your own email address into a form can be difficult. If we have you in the database or a previous email, we can correct a typo, but for new clients, we often have no way to answer them.
We also encourage users to post on the relevant forums. The community may help with questions about our plugins and often answer quicker than us. But even while we monitor a dozen forums for new posts regularly, we may still miss a message there. But feel free to refer to @Monkeybreadsoftware in your postings to call us specifically.
As always, please don't hesitate to contact us if you have questions.