<aside> 📧 For additional inquiries, please use the guidelines below to identify the best ways to get in touch based on the urgency of the request.

</aside>

Routing Email: [email protected]

Emergency support phone #: +1 (855) 229-9558

Non Urgent Inquiries

1. Examples:
   1. Feedback on product features
   2. General questions on product functionality or use
   3. Inquiries related to past voyages
2. Channels: Email to Customer Success team; add to agenda for regular check-in meetings
3. Response Time: Mon-Fri, within 24 hours of receipt

Urgent Inquiries (Medium)

1. Examples:
   1. Config updates for new voyage
   2. Noted weather discrepancies
   3. Product support or observed bugs
   4. Inaccurate VPMs
   5. Routing Concerns (e.g. economic losses, updated constraints)
2. Channels: Direct response to guidance emails or email to [email protected]
3. Response Time:
   1. Within 6 hours; will clarify delivery timeline if more discovery needed
   2. Within 1 hour if URGENT is included in the subject line

Urgent Inquiries (High)

1. Examples:
   1. Routing concerns for heavy weather situations where the vessel is expected to converge with enhanced conditions within 48hrs or less
2. Channels: Direct response to guidance emails or email to [email protected] with URGENT in subject or call emergency support @ +1 (855) 229-9558 as needed
3. Response Time: Email response with 1 hour