How can I contact customer support?
Email: gryyd@metric-studio.com (24h response for Free, 12h for Pro/Max). Contact form on landing page. FAQ documentation. Support hours: Mon-Fri 9AM-6PM KST. Languages: Korean, English.
GRYYD provides multi-channel customer support to ensure you receive timely assistance for technical issues, billing questions, account security concerns, and feature requests. Understanding the available support channels and response times helps you get help when you need it most.
Support Channels
Email Support (Primary Channel):
- Address: gryyd@metric-studio.com
- Use For: Technical issues, billing questions, account security, bug reports, feature requests
- Response Time:
- Free Plan: Within 24 hours (business days)
- Pro Plan: Within 12 hours (priority support)
- Max Plan: Within 6 hours (highest priority)
- After-Hours: Emails received outside business hours queued for next business day
- Attachments: Include screenshots, error messages, or video recordings (max 25MB per email)
Contact Form (Landing Page):
- Location: gryyd.ai > Contact section (footer)
- Form Fields: Name, email, company (optional), job description (optional), message
- Message Limit: Up to 99,999 bytes (approximately 20,000-50,000 characters depending on language)
- Response Time: Same as email support (based on plan tier)
FAQ & Documentation:
- This FAQ: Comprehensive answers to 45 common questions (searchable by keyword)
- Help Center (Coming Q1 2026): Video tutorials, step-by-step guides, troubleshooting articles
- Blog (Coming Q2 2026): Feature announcements, best practices, case studies
Social Media (Informational Only):
- Twitter: @gryyd_ai (product updates, feature announcements)
- Instagram: @gryyd.official (user showcases, design inspiration)
- LinkedIn: gryyd (company news, industry insights)
- Note: Social media channels are not monitored for support requests (use email instead)
Support Hours & Availability
Business Hours:
- Monday - Friday: 9:00 AM - 6:00 PM (KST / UTC+9)
- Weekends/Holidays: Emergency support only (account security, payment failures, critical bugs)
- Holidays: Korean national holidays + major international holidays (Christmas, New Year)
Emergency Support (24/7):
- Qualifying Issues: Account lockouts, suspected security breaches, payment failures preventing subscription renewal
- Email: gryyd@metric-studio.com (monitored 24/7 by on-call engineer)
- Response Time: Within 2 hours (all plans)
- Escalation: Non-emergency requests sent to us will be downgraded to standard support queue
Supported Languages
- Korean: Native support (fastest response)
- English: Full support (may take slightly longer for complex technical issues)
- Other Languages: Use Google Translate or DeepL (attach original language + English translation for faster processing)
What to Include in Support Requests
For Technical Issues:
- ✅ Detailed Description: What you were trying to do, what happened instead
- ✅ Steps to Reproduce: Numbered list of actions leading to the issue
- ✅ Screenshots/Videos: Attach error messages, unexpected behavior (use Loom/CloudApp for videos)
- ✅ Browser/Device Info: Browser version (Chrome 120, Safari 17), OS (Windows 11, macOS Sonoma)
- ✅ Account Email: Include your registered email (for account lookup)
For Billing Questions:
- ✅ Transaction ID: Found in billing receipt email or Settings > Billing > History
- ✅ Question Type: Subscription cancellation, refund request, upgrade/downgrade, payment failure
- ✅ Invoice Copy: Attach PDF invoice if disputing a charge
For Feature Requests:
- ✅ Use Case: Describe the problem you are trying to solve
- ✅ Proposed Solution: How you envision the feature working
- ✅ Workarounds: Any current workarounds you are using
- ✅ Priority: How critical this feature is to your workflow
Response Time SLAs (Service Level Agreements)
| Plan Tier | First Response | Resolution Target | Priority |
|---|---|---|---|
| Free | 24 hours | 3-5 business days | Standard |
| Pro | 12 hours | 2-3 business days | High |
| Max | 6 hours | 1-2 business days | Critical |
| Emergency (All) | 2 hours | 4-8 hours | Urgent |
Note: Resolution time assumes issue is reproducible and does not require third-party fixes (e.g., AWS outage, browser bugs).
Escalation Path
Standard Escalation (Unresolved After 5 Days):
- Reply to your support ticket with \"Request Escalation to Manager\"
- Support manager reviews case within 24 hours
- Manager provides action plan or resolution timeline
Executive Escalation (Critical Issues Only):
- Email: gryyd@metric-studio.com (monitored by VP of Customer Success)
- Use For: Unresolved issues affecting business operations, data loss, security breaches
- Not For: Feature requests, general questions, routine troubleshooting
Pro Tip: When reporting a bug, use your browser\'s developer console to capture errors. Press F12 > Console tab > screenshot any red error messages. This helps support engineers diagnose issues 3x faster than descriptions alone.
See also: Feature Feedback | Suspicious Activity | Privacy Protection
Related Questions
How can I submit feature requests or feedback?
Email: gryyd@metric-studio.com with subject [Feature Request] or [Feedback]. Include use case, proposed solution, expected impact. Feedback reviewed in 1-2 weeks. Public roadmap voting coming Q1 2026.
How do I delete my account?
Delete account permanently from Settings > Security. All projects, images, and data are irreversibly deleted. Subscriptions cancel immediately with no refunds for unused credits.