Getting support

Ways to reach alallo

• Chat: on a wide screen, the chat sits on the right of every alallo page, under the help page for what you are looking at. On a smaller screen, click "Questions? Chat with us" in the corner. The chat assistant answers from these help pages, and you can ask for a person from the alallo team at any time.
• Contact form: click "Contact" in the top bar (or go to alallo.com/contact). You don't need an account. We answer by email.
• Support case: signed in, click "Support" in the account menu. A case keeps the whole conversation about a job or your account in one place.

The alallo support chat

The chat assistant answers questions about alallo from these help pages and shows links to the pages it used. It doesn't see your jobs, files or billing, so for a question about one of your jobs, open a support case or ask for a person.

Click "Talk to a person", or write that you want to talk to someone. When someone from the team is available, they join the chat. When nobody is available, the chat asks for your email address (or uses your account's email when you are signed in) and we answer by email.

A chat can have up to 40 messages. Chats are kept for 30 days and then deleted.

The alallo contact form

The contact form at alallo.com/contact sends your message to the alallo team; we answer by email to the address you enter. Choose a topic: a question before signing up, help with a job, billing, or other. Messages can be up to 5,000 characters. You can send up to 5 messages an hour.

Opening an alallo support case

Click "Support" in the top bar of the alallo dashboard, then "New case". Write a subject and your message, and optionally choose the job your question is about. Click "Open case". Your case appears in the Support list with the status "waiting for us". You need to be signed in to open a case.

How alallo answers support cases

We answer in the case itself and send you an email when we do; the case status changes to "answered". Reply in the case to continue the conversation; a reply sets the status back to "waiting for us". [TBD: support hours and response times.]

Closing an alallo support case

Click "Close case" when your question is answered. Writing a new message in a closed case reopens it.

Who can see alallo support cases

Every user of an alallo account can see and reply to the account's support cases. No other alallo customer can see them.