We’re seeing a growing number of posts here in the Community Forums and on other social media channels where customers run into issues and report them before contacting Framework Support. We absolutely encourage everyone to utilize the awesome Community for quick troubleshooting tips as it can be a surefire way to resolve simple issues that may not be covered in our Guides or our Knowledge Base, but for issues where the Community has neither the knowledge or the access to resolve reported issues, we encourage customers to contact Framework Support first before posting to social media. This includes shipping, payment, RMA, or general order issues.
Framework Support responds in less than 1 day typically as our front line support is available 7 days a week, and if the issue requires assistance from our Escalations teams, they are available Monday through Friday during business hours, Pacific Time (US). Please give us the opportunity to resolve these issues before posting on social media. We make mistakes, and things do get missed with the volumes we’re seeing, but I’m sure most folks here will agree we’ve done right by them more often than not.