# Support
This page describes the support options that are available on the different pricing plans.
# Errors
If you encounter an error with Spike please check the following resources first before submitting a support query to see whether they can resolve your problem:
# Submitting a support query
If you have followed the above advice and still think the error lies with Spike then please contact us using the method below. Specifically if you suspect that either of the following has occurred then you may contact us:
- new format which we don't support
- a bug with one of the formats which we already support
Email us on [email protected] and remember to include:
- the pdf (as an attachment) which has caused the Spike error
- a description of the problem
# Priority support v best effort
The turnaround time will depend on the type of support query.
| type | description |
|---|---|
| priority | guaranteed response on the same day as your query |
| best effort | placed in a queue and resolved when we have time to attend to your query |
# Support allocations per plan
Pay-as-you-go customers are eligible for best effort support queries only.
Subscription customers will have a finite number of priority requests per month depending on your pricing plan (opens new window). These will be applied in order of received request: you can't choose the priority level for a support query.