Getting support

Multiple channels available depending on your plan and urgency.

Support channels

Channel	Availability	Response Time	Plans
Email	Mon–Fri, 9AM–6PM IST	Within 4 hours	All
WhatsApp	Mon–Fri, 9AM–6PM IST	Within 2 hours	All
Documentation	24/7	Self-service	All
Community	Coming soon	Peer support	All
Priority	24/7	< 1 hour	Business

How to contact support

Email

Send to: [email protected]

Include:

• Your company name
• Domain/product name
• Detailed description
• Screenshots (if applicable)
• Steps to reproduce (for bugs)

WhatsApp

Message: +91-XXXXXXXXXX (shown in dashboard)

Best for:

• Quick questions
• Urgent issues during business hours
• Conversational troubleshooting

Documentation

Browse /documentation for:

• Getting started guides
• Platform reference
• Product-specific docs
• Troubleshooting

Critical issues (URGENT)

For customer-impacting outages outside business hours:

1. Email or WhatsApp with “URGENT” in subject
2. Include: domain, error, impact scope
3. Response within 30 minutes
4. Updates until resolved

Before contacting support

1. Check documentation - Most answers are there
2. Search - Use the search in docs
3. Try basic troubleshooting - Clear cache, different browser
4. Note details - What, when, where, error messages

Support ticket lifecycle

1. Received - Auto-acknowledged
2. Triaged - Categorized and assigned
3. In progress - Being worked on
4. Waiting on you - Need more info
5. Resolved - Fix deployed/confirmed
6. Closed - After 48 hours no response

Feature requests

Submit via /contact or email [email protected]. Include:

• Use case
• Expected behavior
• Business impact
• Willing to beta test?

SLA (Business plans only)

Severity	Response	Resolution
Critical (P1)	< 1 hour	< 4 hours
High (P2)	< 4 hours	< 1 business day
Medium (P3)	< 8 hours	< 3 business days
Low (P4)	< 24 hours	Next release