Support Policy

1. Support channels and availability

Support requests should be submitted through Contact Support or by email to hello@connectora-sync.com. Support is provided remotely in English during our published business hours, excluding public holidays observed by the support team.

Free and trial plans receive documentation and best-effort support. Paid plans receive prioritized support according to plan level. 24/7 monitoring or on-call response is included only where expressly stated in a signed agreement.

2. Severity and target response

Targets below are goals for an initial human response, not resolution guarantees or service-level commitments:

• Critical: production service broadly unavailable or a confirmed active security incident with no reasonable workaround — target within 4 business hours for eligible paid plans.
• High: a major production feature materially impaired for multiple users — target within 1 business day.
• Normal: limited defect, configuration issue, integration question, or degraded non-critical function — target within 2 business days.
• Low: guidance, cosmetic issue, feedback, or feature request — target within 5 business days or as capacity permits.

We determine severity based on verified business impact, affected users, available workarounds, security risk, and whether the issue originates in Connectora. Duplicate tickets, repeated messages, or incorrect severity labels do not accelerate response.

3. What standard support covers

• Reasonable help using documented Connectora features and supported integrations.
• Investigation of reproducible errors in currently supported Connectora releases.
• Guidance on account configuration, WhatsApp connection, templates, inbox operations, workflows, and Connectora store integrations.
• Reasonable assistance identifying whether an issue belongs to Connectora or a third-party platform.

Support does not include custom development, data entry, campaign operation, legal or compliance advice, business consulting, third-party administration, migration projects, or guaranteed recovery unless separately purchased.

4. Customer responsibilities

To receive support, you must:

• maintain an active account in good standing and use supported browsers, integrations, and versions;
• provide accurate reproduction steps, timestamps, affected account or conversation identifiers, screenshots, logs, and expected versus actual behavior;
• respond to reasonable diagnostic questions and provide safe, time-limited access where needed;
• protect credentials and remove secrets, payment details, and unnecessary personal data from support messages;
• maintain appropriate exports, backups, contingency procedures, and administrator access to connected Meta and commerce accounts.

If required information or access is not provided, we may pause or close the request. We may delete sensitive credentials submitted through an insecure channel and ask you to rotate them.

5. Third-party services and exclusions

Meta, WhatsApp, WooCommerce, Shopify, Spree, hosting, DNS, email, payment, carrier, browser, and network issues are outside our direct control. We may help diagnose them, but their providers remain responsible for their services and timelines.

Support may be limited or billable for issues caused by unauthorized modifications, unsupported plugins, custom code, outdated environments, misuse, policy violations, inadequate permissions, customer infrastructure, excessive traffic outside plan limits, or failure to follow documentation.

6. Maintenance and changes

We may perform scheduled or emergency maintenance and deploy security, reliability, or compatibility changes without prior notice where delay would create material risk. We will use reasonable efforts to minimize disruption and communicate material planned maintenance through appropriate channels.

7. Security reports

Suspected vulnerabilities should be reported privately to hello@connectora-sync.com with sufficient detail to reproduce the issue. Do not access other users’ data, disrupt service, use social engineering, or publicly disclose an unremediated issue. Security reports do not create entitlement to payment unless we have expressly agreed to a bounty in writing.

8. Ticket conduct and closure

We may refuse or restrict support for abusive, threatening, discriminatory, fraudulent, unlawful, or excessively disruptive behavior. A ticket may be closed when resolved, when a workaround is supplied, when the issue belongs to a third party, after repeated non-response, or when the request falls outside support scope.

Support advice is provided in good faith based on the information available. It does not modify our Terms & Conditions, create a warranty, or guarantee a particular outcome.