# Velogic's Support Policy ## Velogic's support policy is "email-first" * All support questions should be initiated via email: * We aim to reply to all support emails within one business day, and often much sooner * If it's a hardware problem or problem that's going to require us to see your screen, you can [book a remote support session here](https://calendly.com/velogic-darren/remote-support-30). > **Why email first?** > > Email allows us to **prioritise**, to work across **different time zones**, to keep **records** of our conversation, to involve **colleagues** as necessary, and to make sure that **nothing gets missed!** > > You won't get a faster response contacting us via chat or social media, so please use email. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.velogicfit.com/general/support-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.