Live chat (recommended)
Best for connection or speed problems you want to work through interactively. Average queue time at peak is 40 seconds.
Start a live chat →Support
Tickets are picked up by on-duty engineers, not a script library. Send the diagnostic report and we will work from the actual handshake result and quality samples.
Open year round
5-minute average first response
98.1% satisfaction
Dedicated advisor for teams
Ways to reach us
Four channels, chosen by what you need
Live chat when you want to iterate in real time, a ticket when you need a record — both share one case history.
Open a ticket
For anything involving a diagnostic report, screenshots or several people. Each ticket gets a reference number you can track.
Submit a technical ticket →Help mailbox
Email [email protected] and we reply within 12 hours. Include your account email and client version.
Business advisor
Team and private-deployment customers can book an advisor for router design reviews, policy planning and bulk rollout.
[email protected] →Live chat
An engineer joins in about 40 seconds
The session opens by collecting basic environment details, then hands over to a person. Engineers can read the diagnostic data you authorise and quickly tell whether the issue sits in your network, the node or the configuration.
- Connection speed: about 40 seconds to a human during service hours.
- Availability: open year round, including public holidays.
- Escalation: unresolved after 30 minutes and it automatically moves to a senior engineer, with the transcript intact.
- Privacy: the conversation is used only for this case and is never linked to your browsing behaviour.
Have these ready to halve the time: operating system and client version, your city and ISP, the selected node, and when the problem first appeared.
QuickQ Live Support
● Online · about 40 seconds to connect
Hi, my video calls stutter every evening but are fine during the day.
Got it. Two things first: which node are you on, and has the call app been pinned to a channel?
Frankfurt FRA-07, and I never changed the channel.
That explains it — Western Europe upstream gets tight in the evening. Move the call app to the low-jitter channel and switch to Amsterdam AMS-03. I have reserved capacity for you; reconnect when ready.
Much better now, thanks.
The transcript above illustrates the support flow. This page is a static demo and is not connected to the live chat service.
Open a ticket
Describe the issue and attach a diagnostic report
Tickets get a reference number and a first response in about five minutes. The report contains no access records and you can read it before sending.
Response commitments
| Priority | First response | Resolution target |
|---|---|---|
| Critical: cannot connect | ≤ 5 minutes | ≤ 2 hours |
| High: speed or latency | ≤ 20 minutes | ≤ 8 hours |
| Normal: how-to | ≤ 2 hours | ≤ 1 business day |
| Team customers | ≤ 3 minutes | Per service agreement |
What Team customers also get
- A dedicated technical advisor, reachable year round
- Router-wide deployment design reviews
- Bulk seat provisioning and shared policy push
- Quarterly network quality reports and capacity advice
Service status
Regional node status
Check the table before contacting support to see whether you are hitting a regional incident. Status updates hourly.
| Region | Nodes | Average latency | Status |
|---|---|---|---|
| Singapore / Kuala Lumpur | 384 | 34 ms | Operational |
| Tokyo / Osaka | 352 | 46 ms | Operational |
| Seoul / Busan | 218 | 52 ms | Operational |
| Sydney / Auckland | 196 | 112 ms | Partial maintenance |
| Los Angeles / Dallas | 462 | 148 ms | Operational |
| Frankfurt / Amsterdam | 408 | 176 ms | Operational |
| São Paulo | 142 | 228 ms | Operational |
Latency figures are measured averages from each region to major mainland China cities and will vary with your carrier and local network.
Before you contact us
These may not need a support agent
Which languages are supported?
Live support is available in English and Chinese, and tickets and email work in either language. For other languages we will help as far as translation tools allow.
Is live chat a person or a bot?
An on-duty engineer takes over after the initial handshake. The system collects basic environment details such as operating system, client version and selected node, then passes you to a person — there is no loop of canned replies.
Does sending a diagnostic report expose my privacy?
No. A report contains the client version, protocol type, handshake result, error codes and link quality samples. It does not contain destination domains or transferred content. You can open it before sending and ask us to delete submitted attachments at any time.
What if the problem is never resolved?
If a ticket misses its target, ask for an escalation: it moves automatically to the senior engineer queue and a team lead follows up. If the route genuinely cannot be improved, you can request a full refund within 14 days.