Home Support FAQ Customer Support

Do You Offer Customer Support?

We can offer a limited amount of customer support by email. However, our services are quite straightforward to set up and use. There are detailed Install Guides for a variety of common email programs and web browsers, which provide complete directions to get going with our services. Answers to most questions that come up frequently are in the FAQ. Most customers are able to effectively use all our services with the information provided on the site.

We do have a small customer support staff to help with any requests you might have. We answer as many customer support requests as we can as fast as we can. Because of the volume of customer support requests we receive at times, however, we cannot guarantee that your request will receive a timely response, or any response at all.

To maximize the likelihood of receiving a quick answer, please write to us only in English, and please ask only one question per message. If you have three questions, please send three separate messages, each with one question. Different questions may need to be answered by different people, and if you put them all together in one message, we cannot efficiently assign your questions to the people best suited to answer them.

The cost of our services is for the provision of the service only. Any customer support we provide is provided gratis as a courtesy. While we would love to be able to provide each customer with unlimited personal attention and support, this is not practically feasible. It would also detract from our primary mission to provide high-quality privacy services and to develop and implement new features and services to better protect our customers' privacy online.

Thus, though we do our best to provide a high level of support for our services both through constantly updating the information on our site as well as personally via email, we can only provide a very limited amount of personal support per customer, and do not make any commitments about the speed or availability of customer support in any particular instance.

What is Emergency Support? How soon can I expect a response?

We do monitor support requests 24/7 and if you are an existing customer you can add the word "Emergency" in the Subject line of your support request to report critical server or service issues. Messages tagged like this will be escalated for immediate attention by our tech staff 24/7.

If you just set up an account and need help getting your email program or browser configured to use the new account, please do not tag your message as an emergency issue. The emergency support option is for service-wide issues only, as it could potentially wake up our top engineers in the middle of the night in their time zones. Only if you believe that there is a critical service-wide issue, such as any of the services (SMTP, IMAP, Web Site) not responding, should you use the "Emergency" tag in your message Subject line.

Emergency support requests are handled immediately, if they are indeed valid emergency requests, but you will only receive a response during our regular office hours.

Do you offer support over the telephone?

We do not currently provide support or sales information over the phone. We can only correspond with customers via email at this time.

If you would like support or sales information, please contact us by email or via the contact us page.