Contact Support

Need help with GMTech? Our support team is here to help you succeed with AI model comparison and implementation.

🚀 Quick Support Options

🆘 Office Hours (Fastest for Q&A)

Join our weekly office hours for real-time help and live problem-solving.

  • Tuesdays: 2:00 PM - 3:00 PM PST
  • Thursdays: 10:00 AM - 11:00 AM PST

📧 Support Form (Best for Complex Issues)

Submit a detailed support ticket for thorough assistance.

Open Support Ticket →

Response within 4-24 hours based on your plan

📚 Self-Service Resources

Check these first for instant answers:

📋 Support Form Guidelines

What Information to Include

For All Requests:

  • Account Details: Team name and primary contact email
  • Issue Category: Billing, Technical, API, Features, or Account
  • Priority Level: Critical, High, Normal, or Low
  • Detailed Description: What you're trying to accomplish and what's not working

For Technical Issues:

  • Error Messages: Full error text and error codes
  • Steps to Reproduce: Exact sequence that causes the issue
  • Expected vs Actual: What should happen vs what's happening
  • Environment: Browser, OS, programming language, SDK version
  • Code Samples: Relevant code snippets (remove API keys!)
  • Screenshots: Visual evidence of the problem

For API Integration Issues:

  • Request/Response: API calls and responses (sanitized)
  • Model Names: Which specific models you're using
  • Integration Type: OpenAI SDK, REST API, or custom implementation
  • Rate Limits: Current usage levels and limits

For Billing Questions:

  • Invoice Numbers: Specific invoices or charges in question
  • Date Range: When the issue occurred
  • Expected vs Actual: What you expected to be charged vs actual charges

📝 Sample Support Request

Good Example:

Subject: GPT-4 API calls returning 429 rate limit errors

Category: Technical
Priority: High

Description:
We're getting consistent 429 rate limit errors when calling GPT-4 through the OpenAI-compatible API, even though our dashboard shows we're well below our rate limits.

Environment:
- Python 3.9
- OpenAI SDK version 1.3.7
- Team: "Acme Corp AI"
- Calling approx 50 requests/minute

Error Message:
"Rate limit exceeded for model gpt-4-turbo. Please try again later."

Steps to Reproduce:
1. Make OpenAI API call to GMTech endpoint
2. Use model "gpt-4-turbo"
3. Error occurs consistently after ~20 requests

Expected: Requests should succeed within our plan limits
Actual: Getting rate limit errors below our stated limits

Code Sample:
[Include relevant code with API keys removed]

⏰ Response Time Expectations

By Plan Type

Free Plan:

  • Business Hours Response: 24-48 hours
  • Resolution Time: 2-5 business days
  • Available Channels: Support form, FAQ, documentation

Pro Plan:

  • Business Hours Response: 4-24 hours
  • Priority Response: Within 4 hours for high-priority issues
  • Resolution Time: 1-3 business days
  • Available Channels: Support form, office hours, priority queue

Enterprise Plan:

  • Response Time: 1-4 hours (24/7 for critical issues)
  • Resolution Time: Same day to 2 business days
  • Available Channels: Dedicated support, phone support, private office hours
  • SLA: Custom service level agreements available

Priority Definitions

Critical: Complete service outage, data loss, security breach High: Major functionality broken, significant business impact Normal: Feature not working as expected, minor issues Low: Questions, feature requests, enhancement suggestions

🌍 Support Hours

Standard Support Hours:

  • Monday - Friday: 6:00 AM - 6:00 PM PST
  • Weekends: Limited support for critical issues only

Enterprise 24/7 Support:

  • Available for Enterprise plans
  • Critical issues receive immediate response
  • Non-critical issues addressed within SLA terms

📧 Alternative Contact Methods

For Specific Issues

Billing & Accounts:

API & Technical:

Enterprise & Partnerships:

Security & Compliance:

💬 Community Support

Community Forum

community.gmtech.com

  • Ask questions and get help from other users
  • Share tips and best practices
  • Connect with GMTech team and power users
  • Search previous discussions and solutions

Discord Community

Join GMTech Discord

  • Real-time chat with community members
  • Quick questions and informal help
  • Share projects and get feedback
  • Connect with other developers

🎯 Getting Better Support

Make Your Request Stand Out

  1. Be Specific: "API error with GPT-4" vs "Something's broken"
  2. Include Context: What you're building and why it matters
  3. Show Your Work: What you've already tried to fix it
  4. Provide Examples: Code, screenshots, error logs
  5. Set Expectations: When do you need this resolved?

Before Contacting Support

  1. Check Status Page: status.gmtech.com for known issues
  2. Search Documentation: Use the search function in our docs
  3. Review Recent Changes: Did anything change in your setup recently?
  4. Test in Isolation: Can you reproduce the issue with minimal code?

🔐 Security & Privacy

We Never Ask For:

  • Your complete API keys (only the first few characters for identification)
  • Passwords or sensitive credentials
  • Personal information unrelated to your issue

We Protect:

  • All support communications are confidential
  • Technical details are only shared with relevant team members
  • Customer data is handled according to our Privacy Policy

Safe to Share:

  • Sanitized code samples (API keys removed)
  • Error messages and logs
  • Screenshots of the GMTech interface
  • Team names and account details

📊 Support Satisfaction

We track support quality and continuously improve based on your feedback:

  • Average Response Time: 6 hours (Pro), 18 hours (Free)
  • Resolution Rate: 96% of issues resolved
  • Customer Satisfaction: 4.7/5 average rating
  • Escalation Rate: <3% of tickets require escalation

These metrics are updated monthly and posted on our support quality page.

🚀 Expedited Support Options

For Urgent Issues

Enterprise Fast Track:

  • Dedicated support engineer
  • Direct phone/video call support
  • Same-day resolution commitment
  • Custom SLA agreements

Professional Services:

  • Implementation consulting
  • Custom integration development
  • Architecture review and optimization
  • Training and workshops

Contact: enterprise@gmtech.com

📈 Feature Requests

Have an idea for improving GMTech? We'd love to hear it!

Submit Feature Requests:

What Happens Next:

  1. Our product team reviews all requests
  2. High-impact requests are prioritized for development
  3. You'll receive updates on request status
  4. Beta access offered for relevant new features

🤝 Working with Our Team

Our Support Philosophy:

  • Partnership, not just tickets - We want you to succeed with GMTech
  • Education, not just fixes - We help you understand the why behind solutions
  • Proactive, not just reactive - We share best practices and optimization tips
  • Transparency - Clear communication about issues, timelines, and next steps

Meet the Team:

  • Support Engineers: Technical experts who know GMTech inside and out
  • Solutions Architects: Help design and optimize your AI workflows
  • Product Specialists: Connect your needs with upcoming features
  • Success Managers: Ensure you get maximum value from GMTech (Enterprise)

Ready to get help? Open a Support Ticket →

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