Support Department | Support Response Time Update

2 min readFeb 26, 2024


Dear Biswappers,

In our ongoing efforts to optimize our service delivery and ensure that we are allocating our resources in the most effective manner, we have decided to implement a significant change to our Support Department response times. This decision comes after a thorough analysis of our daily user request volume and interaction patterns with our support services.

Effective March 1, we will transition to a new operating protocol where all user requests will be responded to within 24 hours. This change is specifically designed to better align our support services with actual demand, which has been identified as being relatively low in terms of daily requests and messages from our users.

🔵New Operational Change: Responding to user requests within 24 hours

With this change, we assure you that any request submitted to our support team will be responded to within the next 24-hour window. This applies to requests received at any time of the day, ensuring that our commitment to providing timely and efficient support remains unchanged.

Reason for change:

The decision to adjust our response times was made based on a comprehensive review of our support department’s activity levels, which revealed a lower volume of daily requests than anticipated. This change will allow us to optimize our team’s availability and efficiency, ensuring that resources are effectively aligned with user needs while maintaining the high quality of support you have come to expect.

🔵Ongoing access to self-help resources

We encourage you to take advantage of our extensive self-help materials, which are available to you at any time. Our educational resources, including YouTube tutorials, Intercom Bot commands, FAQs on the Biswap Blog, and the troubleshooting section in our Docs, are designed to empower you to find immediate solutions to common issues. Our Global Chat will continue to provide round-the-clock support for information requests. Community Drivers will continue to be available 24/7 to manage and resolve critical issues quickly.

🔵Reservation of Rights for Future Changes

We reserve the right to make further adjustments to our support hours and policies as necessary to ensure that we are always providing the most efficient and effective service to our community. This update is part of our ongoing efforts to refine and improve our support services. By adapting to the actual needs of our user base, we can ensure that our team is focused and available when you need us most.

We appreciate your understanding and cooperation as we implement this new policy. Your continued trust and support motivate us to constantly improve our services.

Thank you for being an integral part of Biswap. We look forward to continuing to serve you with this updated approach.

Best regards,
The Biswap Support Team




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