Since early May we have been beta testing a new support process. It is working out GREAT and we are ready for everyone to start adopting this new process. Please e-mail any requests for changes or any questions to email@example.com. Any e-mails that come into firstname.lastname@example.org are automatically logged in our Customer Relationship Management (CRM) system as a support case. Since they are logged in an online CRM system, we are able to collaborate internally about support issues and more importantly to follow-up and track every support request until it is resolved. Our previous method was to just check off e-mails within Microsoft Outlook. This worked out great a few years ago, but as we began to grow some customer requests started to slip through the cracks. We apologize if this happened to one of you! Please feel free to e-mail us at email@example.com with any questions you have - we want to make sure your questions are addressed.
We also have other initiatives underway that will further increase communication and will publish information about them as they are launched over the coming months.