---
slug: support-erreichen
title: "How do I reach support?"
category: konto
locale: en
updated: 2026-10-17
keywords: ["support","chat","contact","reply","response time","help","escalation"]
questions: ["Who do I turn to with a question, and how fast will I get an answer?","Is there a live chat?","Is that a bot answering?","How fast does support reply?","How long does a reply from support take?","Is there a fixed response time?","How do I report a vulnerability?","Can I talk to a person?","How do I reach support from the portal?","What is the support email address?","My measurement has stopped, who helps me?","Is there support on the free plan?","Does the response time apply to the free plan?","Does a person answer on the Start plan?"]
url: https://bench.metrunio.com/en/help/support-erreichen
---

# How do I reach support?

**Who do I turn to with a question, and how fast will I get an answer?**

Through the chat on the website, by email to support@metrunio.com or in the portal under “Help”; anything our help centre covers, the chat answers immediately and names the articles. On plans from Pro, we get back to you by the next working day if your measurement fails, and answer all other questions in the order they arrive. On the free Start plan, the help centre and chat answer your questions, and a person answers security, data protection and legal questions.

The chat sits at the bottom right of every page on the website. It answers from the same help centre you can search yourself, and writes under every answer which articles it came from. There is no answer without a source. In the portal, “Help” shows the email address and a link that opens the chat.

## How fast we reply

- Questions the help centre covers are answered by the chat immediately, on every plan.
- On plans from Pro: if your measurement fails, we get back to you by the next working day. We answer all other questions in the order they arrive.
- On the free Start plan there is no fixed response time. The help centre and chat answer your questions; a person answers security, data protection and legal questions.
- If you report a vulnerability, we reply within three working days on every plan and name a timeline.

The terms commit to a response time only for the plans it is stated for, and to none on the free plan (§ 4 and § 9). It is stated here and in the table on the pricing page.

## What the chat answers itself

Everything in the help centre. That includes questions about where to go: where do I find my invoice, how do I cancel, how do I conclude the DPA, what happens to my data after cancelling. If you ask several questions at once, it answers those covered by an article and hands the rest to a person.

## What a person answers

On every plan: security reports and data protection incidents, requests about your own personal data and legal questions. On plans from Pro, everything in this list:

- Quotes, discounts and price negotiation.
- Legal interpretation, liability, requests from authorities.
- Complaints.
- Requests about your own personal data, such as access or erasure.
- Security reports and data protection incidents.
- Anything not covered by our help centre, even if the chat first found an article that then does not answer the question.

In those cases the reply says so explicitly and hands over to a person. You get an acknowledgement with a short reference; reply to that email and your message lands in the same case.

> **Note:** The automation takes the recurring questions off our hands so there is time for the rest, not to keep you away from us. You can write “I would like to speak to a person” at any time or use the button below the field. Whatever you have already typed goes along. On the free plan, a person answers the security, data protection and legal questions among them.

## Also asked

- Is there a live chat?
- Is that a bot answering?
- How fast does support reply?
- How long does a reply from support take?
- Is there a fixed response time?
- How do I report a vulnerability?
- Can I talk to a person?
- How do I reach support from the portal?
- What is the support email address?
- My measurement has stopped, who helps me?
- Is there support on the free plan?
- Does the response time apply to the free plan?
- Does a person answer on the Start plan?

## Related

- https://bench.metrunio.com/en/help/rollen-und-rechte
- https://bench.metrunio.com/en/help/support-zugriff
- https://bench.metrunio.com/en/help/einrichtung-ueberblick
- https://bench.metrunio.com/en/help/tarife