The short answer is No.

We don’t permit any of our team to communicate with customers outside of our company standard tools – namely email, our support desk (i.e. tickets), and via Zoom for scheduled web meetings/calls.

This policy exists for two main reasons. First, we must maintain full control over all communications tools as part of our SOC 2 Type 2 compliance and security requirements.  Interacting with tools outside of our standard suite can only be permitted for occasional web meetings, not for ongoing communications.

Secondly, we do not provide real-time or phone support services. Our team is distributed worldwide and across several time zones, and multiple team members often work on customer questions and issues. We would be setting the wrong expectation if we joined online chat tools like Slack, as the person joining may not be the person who actually resolves the question/issue.  Not to mention that it would also be wholly unscalable for our small team to be trying to maintain a presence in all the different chats and tools of customers.

If you require immediate assistance with anything, the best option is to email our support team.  We have put a lot of time and effort into building an expert team across multiple countries, all with the aim of providing consistently good support around the world.  We have team members online and serving every time zone during the business week, so please use them!