We process a great number of customer messages. In order to be able to provide a superior service we have to keep the number of messages we actively monitor to a minimum. That is why messages of the status customer action or proposed solution are closed automatically after a certain amount of time.

If a message is in the status „Customer Action“ for more than 28 days in a row we will send you a reminder e-mail. If you fail to react to this reminder e-mail by clicking on reply to message, your message will be closed automatically after another 14 days.

If a certain situation arises preventing you from participating for a longer period of time (e. g. if your are travelling or a certain deadline has to be adhered to) our support staff is able to alter the status to „Deferred“ by entering a resubmission date. Until the expiration of this date your message is pending.