Last updated: March 31, 2026
Chrogenix is dedicated to providing an exceptional customer experience. As a crucial aspect of this commitment, we offer support to all users of the Chrogenix platform. Support is confined to the scope, hours, contacts, and channels described below.
Chrogenix's support offering covers the following areas:
Chrogenix support does not extend to the following areas:
Billing and account management support is available to all registered Chrogenix users, regardless of subscription tier.
Technical support and feature assistance is available to all users. Support requests will only be processed if:
In-App Support Chatbot: Instant answers to common questions are available through the support chatbot, accessible from any page on the platform via the help icon in the bottom-right corner.
Contact Form: For issues not resolved by the chatbot, submit a support request through our Contact Us page.
Email: If you are unable to access the platform, you can contact support by emailing support@chrogenix.com from your registered Chrogenix account email address.
Chrogenix support staff will only address support requests received through the official channels listed above.
Support requests are processed during business hours: Monday through Friday, 9:00 AM to 5:00 PM Eastern Time (ET), excluding U.S. federal holidays. We aim to respond to all inquiries within 1–2 business days.
While we strive to respond to all users promptly, response times may vary based on request volume and complexity. The following are target response times:
These are target response times, not guaranteed service level agreements. Critical issues affecting account access or data integrity are prioritized regardless of tier.
In the event of a platform issue, a notice will be posted on our platform status page to promptly communicate the impact and status of any such issue. You do not need to submit a support ticket if there's an ongoing platform issue. Instead, monitor the status page which will always be kept up-to-date with the latest progress and information.
If you discover a security vulnerability, please report it privately to security@chrogenix.com. Do not report security vulnerabilities through the standard support channels or publicly. Please refer to our Acceptable Use Policy for our vulnerability disclosure guidelines.