How we communicate (support portal, email, calls)
How Chykalophia communicates with clients, which channels we use, when to use each one, and how to get the fastest response.
Good communication is what keeps a project running smoothly. This guide explains the channels we use and when to use each one. For our hours, reply targets and how to flag an emergency, see Our response times & support hours.
Our communication channels
Support portal
Use it for
Support requests, problems, bug reports, urgent issues, and new requests or changes. Open a ticket on our support portal.
Use it for
The same things as the support portal, plus billing questions. Write to support@chykalophia.com.
Video or phone calls
Use it for
Kickoffs, design walkthroughs and complex discussions. Decisions are confirmed in writing afterwards.
Support portal and email: for support and requests
Open a ticket on our support portal, or email support@chykalophia.com, for:
- Support requests and bug reports
- Problems with your site, including urgent ones
- New requests and changes
- Questions about your project
- Billing and invoice questions
For an urgent issue, put "URGENT" at the start of the ticket title or email subject. We respond within our standard response windows. See Our response times & support hours.
ClickUp: only if we've invited you
On some projects we invite clients to a shared ClickUp space. If we've invited you, you can leave feedback, answer questions and give approvals for that project there. If you haven't been invited, you don't need ClickUp. Use the support portal or email. See Working with us in ClickUp.
Video or phone calls: for complex discussions
Some conversations are faster and clearer when held in real time. We use video calls (typically Google Meet or Zoom) for:
- Kickoff meetings at the start of a project
- Design review walkthroughs
- Complex feedback sessions where back-and-forth is faster than writing
- Strategy or planning conversations
To schedule a call, request one through the support portal or by email and we'll find a time that works.
Calls don't replace written records
If an important decision is made on a call, we'll follow up in writing, usually by email, to confirm what was agreed. If you make a significant decision verbally, please confirm it in writing too. This protects both sides.
What not to use
| Channel | Why to avoid it for project work |
|---|---|
| Text / SMS | Not tracked, easy to miss, no paper trail |
| WhatsApp or iMessage | Same as above |
| Social media DMs | Inconsistently monitored, not logged |
| Personal email addresses | Bypasses the team, creates silos |
| Slack or other chat apps | We don't offer Slack channels or direct lines; support runs through our support portal, email and scheduled calls |
These channels are fine for casual personal conversation. For anything project-related or support-related, stick to the support portal or email.
Tips for communicating effectively
- One topic per messageSeparate requests are easier to process than one long message with many questions.
- Be specific"the button on the contact page isn't working on mobile" is better than "something looks off."
- Consolidate feedbackGather all your notes before sending rather than sending multiple partial messages.
- Save URGENT for real emergencies. Using it for routine requests makes it lose meaning. See what counts as urgent.
Common questions
I sent an email but haven't heard back. What should I do?
Check the reply targets in Our response times & support hours. If you've passed the expected window, a single polite follow-up is completely appropriate.
Can I contact my project lead on their personal number or social media?
We ask that you use the support portal or email for all project communication. This ensures your requests are tracked and seen by the right people, including when your project lead is unavailable.
I don't know who my project lead is. How do I find out?
Email support@chykalophia.com and ask. We'll connect you with the right person.
Do I need ClickUp?
No. ClickUp is used only on projects where we've invited you to a shared space. If you haven't been invited, use the support portal or email.
What if I prefer to communicate by phone?
We're happy to schedule calls when they add value. For support and change requests, we still ask you to follow up in writing so there's a clear record. This protects your project just as much as ours.
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