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 we consider to be resolved are closed automatically after a certain amount of time.
Automatic confirmation of messages in the status proposed solution
A message in the status proposed solution will be closed automatically if it is not answered within a certain period of time depending on its priority (status „Sent to Support“). The following table provides an overview of the pertaining time periods.
| Message Priority | automatically closed after… |
|---|---|
| Priority 1 | 14 days |
| Priority 2 | 21 days |
| Priority 3 | 30 days |
| Priority 4 | 30 days |
Automatic confirmation of messages in the status customer action
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 altering the status to „Sent to Support“, 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.