After you raise a ticket, you will first receive an automated e-mail, which means one of our agents has received it and will be in contact with you in the shortest amount of time (usually within a couple of hours, depending on our availability). If you have sent us a question outside of our working hours (CEST, Mon-Fri 8:00-22:00, Sat 9:00 - 15:00), you will get an e-mail stating that and one of our agents will get back to you the next working day.
All of the issue resolutions and status changes will be communicated via email, therefore make sure you have entered an email you have access to.
If the ticket is closed and you are not satisfied with the result (a ticket gets closed after 48 hours after an agent deems it resolved) you should simply reply to that same email and the ticket will be reopened.
After the ticket has been closed, you will be asked to submit your satisfaction rating. Please do so honestly as you will be helping us to improve your Customer Service experience.