> For the complete documentation index, see [llms.txt](https://docs.velogicfit.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.velogicfit.com/general/support-policy.md).

# Velogic's Support Policy

## Velogic's support policy is "email-first"

* All support questions should be initiated via email: <support@velogicfit.com>
* 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.