All Support Channels
1. In-App Chat (Fastest)
Location: Bottom left corner of any page (chat bubble icon)
Best For:
Quick questions
Technical issues
Troubleshooting in real-time
Feature questions
Response Time:
During business hours: 1-4 hours
Outside business hours: Within 24 hours
How to Use:
Click chat icon
Describe your issue clearly
Include relevant details (what you were doing, what happened)
Add screenshots if helpful
2. Email Support
Address: [email protected]
Best For:
Non-urgent issues
Billing questions
Account problems
Detailed technical issues
Feature requests
Response Time:
Within 24 hours
Complex issues: 1-2 business days
What to Include:
Your account email address
Clear description of the problem
Steps to reproduce (if applicable)
Screenshots or screen recordings
Browser and device information
Error messages (exact text)
3. Onboarding & Support Calls
Booking Link: https://calendly.com/lazylinesapp/lazylines
Best For:
New users needing setup help
Complex workflow questions
Strategy consultation
Feature deep-dives
Troubleshooting complex issues
What's Included:
Screen share walkthrough
Personalized setup assistance
Workflow optimization
Q&A about features
Best practices for your use case
Duration: 30-60 minutes
Cost: Free for all users
How to Prepare:
Have specific questions ready
Know what you want to achieve
Have your Brand Profile partially filled
Be ready to share screen
When to Use Each Channel
Use In-App Chat When:
You need help right now
Issue is preventing you from working
Quick clarification needed
During your work hours
Use Email When:
Non-urgent
Need to send detailed information
Billing or account issues
Outside of business hours
Book a Call When:
You're new and want guided setup
Have multiple questions
Need strategy help
Want to optimize your workflow
Prefer personal interaction
Common Support Requests & Quick Solutions
"I can't log in" → In-app chat or email immediately Include: email address, error message
"My credits are gone" → Email: [email protected] Include: account email, approximate usage
"Feature isn't working" → In-app chat with:
What you were trying to do
What happened instead
Screenshot of error
"I need a refund" → Email: [email protected] Include: account email, reason, purchase date (Refunds within 7 days, reviewed case-by-case)
"How do I do [task]?" → Check support articles first → If not answered: in-app chat
"I have a feature suggestion" → Email or in-app chat We track all suggestions!
Response Time Expectations
Emergency Issues (can't access account, billing charged incorrectly):
Response within 4 hours
Resolution within 24 hours
High Priority (feature broken, can't complete work):
Response within 4-8 hours
Resolution within 1-2 days
Normal Priority (questions, how-to, optimization):
Response within 24 hours
Resolution/answer within 2-3 days
Low Priority (feature requests, suggestions):
Acknowledged within 24 hours
Implementation timeframe varies
What Information Helps Us Help You Faster
Always Include:
Your account email (so we can look up your account)
Clear description of the problem
What you expected to happen
What actually happened
Escalation Process
If Standard Support Doesn't Resolve Your Issue:
First Response: In-app chat or email
If Unresolved: Request escalation to senior support
If Still Unresolved: Request manager review
Last Resort: Email founders directly (we'll provide this if needed)
We Track Everything:
Every support request is logged
Response times monitored
Resolution rates tracked
Feedback collected
Feature Requests & Feedback
We Want to Hear From You:
How to Submit Feature Requests:
Email: [email protected] with subject "Feature Request"
In-app chat: "I have a feature suggestion"
During support calls
What We Track:
How many users request the same feature
Use cases for the request
Technical feasibility
Timeline for implementation
Recent Requests Implemented:
Multiple canvas support (now live)
Model selection per chat (now live)
Profile Analyst sorting (now live)
In Development Based on Feedback:
Abort generation button
Higher file upload limits
More languages
Voice dictation
Status & Downtime
Checking Service Status:
Status page coming soon
Follow @lazylines on social for updates
Check email for service notifications
Planned Maintenance:
Announced 48 hours in advance
Usually overnight (minimal impact)
Email notification sent
Unplanned Downtime:
Status updates via email
In-app notification when service restored
Post-mortem shared if major incident
Privacy & Security
Data Safety:
Your content is private
Not used to train AI models
Encrypted in transit and at rest
Detailed privacy policy at lazylines.ai/privacy
Account Security:
Use strong, unique password
Report suspicious activity immediately
We never ask for password via email
Enable 2FA when available (coming soon)