Support & Response
Contact Us
Have questions about our platform, compliance, or membership services? Our team can route you to the right support channel.
Typical response time: within 1 business day
General Inquiries
Use this channel for questions about the SinoMDB platform, account access, partnership opportunities, or pre-sales conversations.
If your request relates to legal, billing, or privacy matters, include the country or region involved so our operations team can route it correctly.
- Platform access and onboarding support
- Sales or partnership questions
- Media, collaboration, or public relations requests
Support Hours
Our customer operations team reviews inbound messages during mainland China business hours and prioritizes billing or account security issues first.
Urgent requests from paying members are escalated to a coordinator after the initial triage window.
- Standard support: Monday to Friday, 9:00 AM to 6:00 PM CST
- Billing and account escalations: processed within 1 business day
- VIP requests: prioritized within 8 hours
Privacy & Legal Requests
For data access, correction, deletion, or legal correspondence, reference the account email involved and clearly describe the request scope.
We may need to verify identity before processing privacy-related requests in order to protect account security.
- Data subject access and deletion requests
- Business contracts or compliance questions
- Cookie, privacy, or terms-related clarifications
Best Ways to Reach Us
Pick the channel that best matches your question. Every inquiry is reviewed by a human operator before assignment.
[email protected] is the default inbox for account, billing, and general product questions.
Recommended for detailed requests
Use the website chat widget when you need a quick answer about navigation, pricing, or account activation.
Fastest for pre-sales guidance
Members with concierge access can request callback scheduling, care navigation, and urgent handoff support.
Priority queue for premium members