Hello! We appreciate you reaching out to our small but mighty support team. Now that your carefully written inquiry is in our hands, you might be wondering what comes next.
When will I hear back?
We are currently only able to guarantee agent support to users on paid plans. To make sure your inquiry is assigned appropriate priority if you are on a Standard, Pro, or Enterprise plan, please assure you submitted your ticket by heading to the Runway web app and clicking the purple speech bubble in the bottom right corner of the screen.
For users on a paid plan, please expect a response 1-3 business days after your submission. Our support team does not reply on weekends, overnight (Eastern Standard Time), or during holidays.
If I send you another ticket, will you reply faster?
Generally, no. We promise you, we didn't miss your write-in — we're working our way to it as fairly and as fast as we can! However, there are certain cases where a follow-up can be useful.
Sending a reply to your initial ticket will be beneficial in these cases:
- Something has developed about the problem/case
- You have more information to provide (screenshots, screen recordings, console log errors, etc.)