Live chat (recommended)
Best for connection or speed issues you want to work through interactively. Average queue at peak is 45 seconds.
Start a live chat →Contact QuickQ
Tickets are picked up by on-duty engineers. Send the diagnostic report and we work from the actual handshake result and link-saving samples rather than reciting documentation.
Open year round6-minute average first response97.8% satisfactionAdvisors for business customers
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 report, screenshots or several people. Each ticket gets a reference number.
Submit a technical ticket →Help mailbox
Email [email protected] and we reply within 12 hours. Include your account email and client version.
Business advisor
Business and private-deployment customers can book an advisor for router design reviews and bulk rollout.
[email protected] →Live chat
An engineer joins in about 45 seconds
The session opens by collecting basic environment details, then hands over to a person. Engineers can read the diagnostic data you authorise and tell quickly whether the issue sits in your network, the exit or the configuration.
- Connection speed: about 45 seconds to a human during service hours.
- Availability: open year round, including public holidays.
- Escalation: unresolved after 30 minutes and it moves automatically to a senior engineer.
- 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, city and ISP, active protocol, peering point, and when the problem first appeared.
QuickQ Live Support● Online · about 45 seconds to connect
The dormitory network fails every evening but works all day.
Understood. Two things first: which protocol are you using, and what link saving does the client show?
WireGuard, and it says 38 ms.
38 ms is low, so that exit has limited benefit, and dormitory gateways often shape UDP in the evening. Switch the protocol to IKEv2 and move to peering point BKK-05 — I have reserved capacity for you.
Much better now, thank you.
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 report
Tickets get a reference number and a first response in about six minutes. The report contains no access records.
Response commitments
| Priority | First response | Resolution target |
|---|---|---|
| Critical: cannot connect | ≤ 6 minutes | ≤ 2 hours |
| High: speed or latency | ≤ 25 minutes | ≤ 8 hours |
| Normal: how-to | ≤ 2 hours | ≤ 1 business day |
| Business customers | ≤ 4 minutes | Per service agreement |
What business customers also get
- A dedicated technical advisor, reachable year round
- Router-wide deployment design reviews
- Bulk seat provisioning and shared policy push
- Quarterly link quality reports and capacity advice
Service status
Regional peering status
Check the table before contacting support to see whether you are hitting a regional incident. Status updates hourly.
| Region | Peering points | Average link saving | Status |
|---|---|---|---|
| Hong Kong / Taipei / Seoul | 86 | 22 ms | Operational |
| Singapore / Bangkok / Jakarta | 74 | 48 ms | Operational |
| Frankfurt / London / Paris | 92 | 172 ms | Operational |
| Los Angeles / Dallas / Toronto | 88 | 146 ms | Partial maintenance |
| Dubai / Mumbai | 41 | 118 ms | Operational |
| São Paulo / Sydney | 31 | 196 ms | Operational |
Figures are measured averages from major mainland China cities and vary with carrier and local network conditions.
Before you contact us
These may not need an agent
Which languages are supported?
Live support is available in English and Chinese, and tickets and email work in either language.
Is live chat a person or a bot?
An on-duty engineer takes over after the initial handshake. The system collects operating system, client version and peering point, then passes you to a person — there is no loop of canned replies.
Does sending a report expose my privacy?
No. A report contains the client version, protocol, handshake result, error codes and link-saving samples. It does not contain destination domains or transferred content. You can open it before sending and ask us to delete attachments at any time.
What if the problem is never resolved?
If a ticket misses its target, ask for an escalation and it moves to the senior engineer queue. If the route genuinely cannot be improved, you can request a full refund within 21 days.