Here’s a clean update of the FAQ: Human Support Availability & Response Times, with your requested change about AI-generated first replies:
💬 Human Support Availability & Response Times
We’re here to help! Below you’ll find details about when our support agents are available and how quickly you can expect a reply.
🕘 Business Hours
Our dedicated Yogio Support Team is available:
Monday – Friday 09:00 – 18:00 GMT
⏱ Response Process
AI First Reply Most incoming requests receive an instant reply generated by our AI agent, based on our FAQ and knowledge base. This is designed to help with the most common questions immediately. Human Follow-Up If your issue is not resolved after the first reply, your request will be reviewed by a human support agent. During business hours (Mon–Fri, 9–18 GMT): you’ll hear back from a human within 2 hours. Outside business hours (evenings & weekends): replies may take up to 48 hours.
🌿 What This Means for You
If you reach out during the day (Mon–Fri), expect an immediate automated suggestion and then a human response within 2 hours if needed. If you reach out over the weekend or at night (GMT), the AI reply will still arrive instantly, but the human support may take up to 2 days.
💡 Tip
For quick self-help, you can always browse our Help Center, available 24/7.