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Please look through all the documentation. Much of the documentation came from common questions. Additionally it might be worth reading through old tickets or at least searching to answer questions.
"We submitted a support request X days ago, please respond!"
Explanation: As of this point mid January 2017 I have fallen quite far behind on support. I am excited to get back on track but understandably some customers are angry that they have not gotten a response. Thus you can provide them with the answer below. Typically answer their question first and end with this paragraph.
Thank you for your interest in the add-on! Sincere apologies regarding the very slow response. We acknowledge this is frustrating and unacceptable. Moving forward we have now hired support staff and will add new staff as necessary so that all support requests are answered or at least engaged actively in a timely manner.
Having an issue with Cloud add-on 'X'
Explanation: Most often cloud add-ons simply not working or because the permissions for the cloud add-on user have been restricted or not properly enabled. This link explains that in some detail and how customers can solve the problem.
Cross Product Support / Common Troubleshooting