Last updated: March 2, 2026
Response Targets and Support Hours
Support hours: Monday to Friday, 09:00-18:00 (America/New_York, ET), excluding U.S. public holidays.
- Critical: service unavailable or blocked sign-in in production use, target initial response within 1 business day
- High: key feature failure with no workaround, target initial response within 1-2 business days
- Normal: guidance, setup, or non-blocking issues, target initial response within 2 business days
Resolution time depends on issue complexity and third-party platform dependencies.
Self-Help Checklist
- Cannot sign in: verify network and system time, sign out and sign in again, and ask IT to allow auth pop-ups if blocked.
- Add-in not responding: restart Office, update Office, and compare with Excel/Word Web for isolation.
- Command not recognized: refresh add-in and restart Office; if persistent, send exact command and screenshot.
- AI is slow or times out: retry after 30-60 seconds, split input into smaller batches, and avoid concurrent heavy tasks.
- Output quality is not as expected: provide explicit constraints, examples, input range, and target output format.
- Subscription mismatch: wait 2-5 minutes after payment, then sign out and sign in again.
Data Security and Privacy
Before submitting a ticket, redact sensitive data such as email addresses, phone numbers, order IDs, and access tokens. Share only the minimum data required for diagnosis.
Security Incident and Escalation
For account compromise, vulnerability exploitation, or potential data leakage, email [email protected] with `SECURITY` in the subject.
If no initial response is received within the target window, reply in the original thread and add `ESCALATION` in the subject.
Service Status and Language
A dedicated status page is not available yet. Confirmed major incidents or maintenance notices will be posted on the support portal.
Support is available in Chinese and English.
Please Include the Following
For support, contact [email protected]
- Account email used to sign in
- Product and platform (Excel/Word/Web; Windows/Mac/Web)
- Client version or build number (if available)
- Local time and timezone when the issue occurred
- Clear reproduction steps
- Screenshot or short screen recording
- Full error message text (exact wording)