Hi Giulia,
Sorry, but we are not allowed to speak about the paid add-ons here.
The recommended way to reach us for that is:
https://www.cozmoslabs.com/support/open-ticket/
We are doing our best to respond as fast as possible, but unfortunately we are sometimes under heavy load.
With best of regards,
Gabriel
Ok, Gabriel, right, but it’s almost three weeks I’ve been waiting a reply …
Hm, that’s never happened before. Currently our average response time is around one day and a half.
It means that:
1) either we did not receive your message.
2) or we got it and responded but somehow you did not receive our response.
Some questions to further clarify this:
a) After submitting the support ticket, did you receive an email titled “Support Ticket Received” and saying “Your ticket was received. We will answer as soon as possible” plus a copy of your initially submitted text?
b) Have you checked your spam folder for our reply — this almost never happens, but when expecting a message that is not arriving, spam filter malfunctioning can be suspected.
With best of wishes,
Gabriel
Hi Gabriel,
I just emailed as usual.
Anyway, I’ve just opened a new ticket, please check it.
I need to solve my issue asap.
Thank you,
Giulia
Hi Giulia,
We deeply apologize for the situation.
The ticket has somehow slipped between our fingers.
This very rarely happens, so it’s next to impossible for you to experience this with us again.
Our teammate is looking into it and is going to answer as soon as possible.
With best regards,
Gabriel
