Chinese New Year Holidays: Please note that our support team will not be available Jan 21st - 24th.
Dear customers,
Recently we faced an issue with our support mails not being delivered to our customers.
This issue happened both ways.
Both emails sent through our support address and our replies did not get through for some reason. The incoming to the same ticket (e.g. SLI-783-29940) piles up, and none of them were received by us. This has caused quite the misunderstanding between our dear customers and our support staffs.
After some study and changes done, all the tickets that were never seen before, started flooding our inboxes. Some were dated way back in December.
Our hearts broke.
We are continuously working to improve the service we provide to customers, and with this intent, certain changes have been made around the website, as well as our service.
Recently, we have noticed that there are a couple of users who are actually unable to connect to our support desk located at http://support.azrul.com . While we are trying to rectify the issues with our upstream Internet Service Provider, it is actually quite difficult for us to locate the bottlenecks since most of us are able to access the site.
Nevertheless, if you do fall into the above, you would still be able to access our support forums at http://forum.azrul.com and any emails sent to support@azrul.com are actually retrieved by our support desk.
Anyway, if you are experiencing issues connecting to our support desk, I would like to request for your assistance to send me an email at mark@azrul.com or support@azrul.com with a "ping" report, "traceroute" report and also your IP address so that I would be able to further look into the issues.
We have been working hard last week to move to a new support system, which is now live at http://support.azrul.com . I've transferred all your purchased record to the new system. You should be able to download all updates from your account page from now onwards.
We love to help you and we are dedicated in replying all emails, but we are hoping that you'll take advantage of the knowledge base. Do spend a few minutes browsing through it before sending us an email/ticket. You might be able to solve your issues faster than typing an email. The less email we receive the more time we have to focus on doing what we love most, coding and improving the components, which eventually means that you guys get a better components!
