TABLE OF CONTENTS


This article will cover the most Frequently Asked Questions about the DAKboard Support team.



Does DAKboard have a Support Phone Number?


No, the Support Team does not have Phones. This is because we are a small company with only a few support desk engineers. We decided to use our AI Chatbot, Support Articles, and Support ticketing system, as we found we can handle more customer concerns with this system than we could by phone. On average, each of our support desk engineers can handle 10 to 20 tickets per half hour, whereas we would only be able to handle one call in the same timeframe. 



Does this mean you never take phone calls? 


Not at all. We do realize that sometimes we need to be more hands-on with some customers, or the issues they are having may be outside of our Support Articles. In these cases, each support desk engineer may choose to supply you with a link to schedule a Video call with us through Google Meet. Once we do, you can pick the time and day you will be available for this call, and we will gladly sit down with you to resolve the issue. Calls can be scheduled during our Business hours, Monday through Friday, from 9 am to 4 pm Eastern Standard Time in the next available time slot.




The link should only be used once one of our Support Desk Engineers supplies it to you during a Ticket session. We do not accept unsolicited call requests at this time. If you have not started a ticket with us first, we will reject the call request. Please open a ticket with us, and if it is deemed necessary to have a call, our engineers will supply you with the link. 


Does DAKboard still offer a Pro Subscription Plan?


DAKboard is focusing more on our core objectives to deliver solutions for families in the home; as a result, the Pro account is no longer available for new customer sign-ups.  All Pro account subscribers will continue to enjoy the use of their accounts uninterrupted, and DAKboard is committed to continuing to support these accounts until we remove the option entirely. 



Does DAKboard offer Demos of its Products?


DAKboard is a small company, and we do not offer demos. However, you can start a free trial of our product with a new Subscription. During the free trial, you can use our Support Articles and AI Chatbot to help with your questions. If you need to speak to a representative, our Chatbot can assist you in creating a Support Ticket. To start your free trial, visit our Pricing Page and sign up for one of our Plans.



Why am I not getting a response to my Tickets?


A few things could be happening here. First, check your email you used to get a reply from us for the auto-reply ticket that will come from our ticket creation system. As DAKboard primarily uses Emails for communication, if you do not see a reply in your Inbox from contact@dakboard.com, letting you know your ticket was received we will not be able to reply to you. Check your spam or junk folders, as the email may have gone there. If you still do not see a reply ticket, you may have mistyped your email when opening a ticket. If this is the case, you will need to reopen your ticket.


Next, if you reached out over the weekend, you will not get a reply until the next business day or later. We try to reply to all new tickets created over the weekend by the end of the next business day, but depending on ticket volume, it may take a couple of days for you to receive a reply. If you have not received a reply to a new ticket by the end of the following week, reply to the auto-email that was sent to you, as the ticket may have gone missing on our end, and we will do our best to reply to you as soon as possible. 


Finally, since we have a small support desk crew, we appreciate your patience with us. First, responses are always due within three business days of the ticket creation, and we rarely miss this deadline. Second replies can take up to a week, so please be patient with us. We want to make sure we get you the correct answers as quickly as possible.