The best way to contact us is through our support platform here*. We offer assistance in French, English, and Japanese.
Our team of experts based in Europe (South of France) is very responsive and will take the time to answer all your questions and help you out if you have concerns regarding your eVscope / eQuinox. During business hours, which are Monday to Friday from 9 AM to 6 PM CET, we aim to reply to all non-technical queries within 48 hours when possible. For technical requests, it can take 72+ hours (excluding weekends and official holidays).
We do not have any direct phone lines set up at the moment as we are still a small business with limited staff capacity, however, we ensure that our team provides the best (human) customer support possible via our helpdesk platform. In certain cases, we might send you a text (if you are in the US) or schedule a phone or video call to resolve complex issues (after having received pictures and/or videos from your side when required). We do not troubleshoot via social media as it does not allow us to share your data easily with our technical staff.
Important: if you require any technical assistance, please include the serial number of your telescope systematically
*If you didn't receive an immediate automated confirmation of the receipt of your request (within 1-5 minutes), it means there is an issue out of our control. Please don't forget to check your junk mail or spam folders in case our messages have been blocked by your SPAM filter. Also, please keep in mind that, in addition, there can be some delays in response, depending on your time zone. Sometimes, we can respond when it's a deep night for you, and vice versa. Thank you for your understanding and patience.