Who do I contact for support, and how fast is the response?

Miaowa GEO offers three support channels: email at contact@miaowageo.com, the contact page at /en/contact, and WeCom (Enterprise WeChat). For self-serve plans (ChatGPT-only and cross-platform) the commitment is a first reply by the end of the next business day for questions received on a business day. Project and managed engagements do not use that generic rule; their response times are written into the contract. We do not run a 24/7 phone line or a public status page.

Which channel for what

• Email (contact@miaowageo.com): anything that needs a written record, such as account, order, invoice, refund or data requests. Refund requests must come by email with the order number and account.
• Contact page (/en/contact): bank transfer, annual contracts, scoping of project or managed engagements, and enquiries from prospective customers.
• WeCom: day-to-day communication during a subscription, for example a platform failing repeatedly, help reading a report, or handing over a list of cited URLs.

What the response time actually means

The next-business-day commitment covers the first human reply, not resolution. Collection issues often depend on how a third-party platform responds and on its anti-automation behaviour; we do not promise that any cycle completes within a given number of hours, so a first reply will not promise a fix time either. It will state what we have seen, what we will do next, and which status the affected data carries in the meantime.

How incidents affecting your data are communicated

Any incident that affects client data or more than one collection cycle is communicated on two tracks: an annotation on the affected cycles or platform inside the workspace, and an email to the client contact. Security incidents are notified within 72 hours under the DPA (see /legal/dpa). When a platform fails across several cycles, its data stays marked as failed for the duration; nothing is backfilled as success. The update covers what changed on the platform side, what we are doing about it, and whether anything needs adjusting at contract level.

When is an email sent at the weekend answered?

Self-serve response times count business days only: a question received on a non-business day is treated as received on the next business day, with a first reply by the end of the business day after that. Project and managed engagements follow the contract.

Is there phone support?

No 24/7 phone line. Use WeCom when you need a real-time conversation and email when you need a written record.

Can I send written questions or schedule an audit?

Yes, under the DPA: written enquiries are answered within 10 business days; one remote audit per 12 months can be booked with 30 days' notice. Data-subject requests are forwarded to the client within 5 business days.

Last updated 2026-09-12. The capabilities page and the pricing page are authoritative where they differ.