Available support channels
Comulead offers three support channels depending on the nature and urgency of your request.
| Channel | Recommended use | Response time |
|---|---|---|
| Contact form | All requests — questions, issues, billing | 24 business hours |
| Direct email | Following up on an existing request, attaching files | 24 business hours |
| Scheduled call | Complex issues, integrations, guided onboarding | By appointment |
Monday to Friday · 9 AM to 5 PM (Eastern Standard Time — EST)
Email: support@comulead.com
Form: comulead.com/en/contact-one
Before reaching out — prepare this information
A well-prepared message allows our team to diagnose and resolve your issue in the first exchange, without unnecessary back-and-forth.
Include in your message:
- The email address associated with your Cortex Voice account
- A precise description of the issue and the steps to reproduce it
- The exact error message (copy-paste or screenshot)
- The browser you are using and its version (Chrome, Safari, Firefox…)
- The approximate date and time of the first occurrence
Also include:
- The name and ID of the survey in question (visible in the URL)
- One or two example email addresses that did not receive the survey
- The status shown in the Send Metrics tab for those contacts
- If available, a screenshot of the email received in spam
Include the invoice number (format CMU-XXXXXX) or the date of the transaction in question. For security reasons, never send a credit card number by email — our team will never ask for it.
Over 80% of questions received by support are covered in this Help Centre. Before writing to us, use the search bar at the top of the Help Centre — you will often find an immediate answer without waiting 24 hours.
Request priority levels
Our team sorts incoming requests according to four priority levels:
| Priority | Criteria | Target response |
|---|---|---|
| Critical | Account inaccessible, data loss, security incident | 4 business hours |
| High | Core feature blocked, survey not sent | 8 business hours |
| Normal | Technical question, configuration, optimization | 24 business hours |
| Low | Feature request, general question | 48 business hours |
Requests received after 5 PM EST on weekdays or during the weekend are processed on the next business day. For critical incidents (inaccessible account, suspected data breach), include URGENT in the email subject — our team monitors these alerts outside normal hours.
Platform status
Before contacting support for an access or performance issue, check the real-time platform status:
- Status page: status.comulead.com — status of each component and incident history
- Incident notifications: subscribe to updates from the status page to receive an automatic email whenever an incident is reported
Key takeaways
- Standard response time: 24 business hours, Monday to Friday, 9 AM to 5 PM EST
- To speed up diagnosis, always include your account email address, the exact error message and steps to reproduce
- Never send a credit card number by email — our team will never ask for it
- Critical incidents: add URGENT to the subject line for priority handling outside business hours
- Check status.comulead.com before reporting an access or performance issue