Support Policy
Omni-Channel Messaging Services
1Introduction
Flashcart Pvt. Ltd. ("Flashcart", "we", "our", "us") is committed to providing exceptional customer support for our omni-channel messaging services. This Support Policy outlines the support services we offer, response times, channels of communication, and our commitments to resolving your issues effectively.
2Scope of Support Services
What We Support
- Platform Access: Login, 2FA, API tokens.
- Integration: WhatsApp/Messenger/Instagram setup.
- Features: Sending/receiving, media, chatbots.
- Technical: Error messages, performance issues.
- Billing: Upgrades, invoices, cancellations.
- Compliance: Meta policy questions.
Outside Our Scope
- Meta Platform Issues: Direct WhatsApp/FB downtime.
- End-User Devices: Internet or OS problems.
- Custom Dev: Custom coding (see Pro Services).
- Third-Party Tools: Non-Flashcart integrations.
- Content Creation: Writing marketing copy.
3Support Channels
Email Support
Primary: support@flashcart.app
Live Chat
Mon-Fri: 9:00 AM - 6:00 PM
Available on Dashboard & Mobile App (Premium+).
Phone Support
Premium & Enterprise Plans
Standard Hours: Mon-Fri 9-6
24/7 Hotline: Enterprise Only
4Service Level Agreements (SLAs)
| Severity Level | Free/Basic | Premium | Enterprise |
|---|---|---|---|
| Critical (Sev 1) | 4 hours | 2 hours | 1 hour (24/7) |
| High (Sev 2) | 24 hours | 8 hours | 4 hours |
| Medium (Sev 3) | 48 hours | 24 hours | 12 hours |
| Low (Sev 4) | 5 days | 48 hours | 24 hours |
5-6Processes & Meta Support
Submitting a Request
- Choose channel based on severity.
- Provide Account ID, Platform (WhatsApp/FB/Insta), and detailed description.
- Include screenshots or error messages.
- Receive ticket ID and track status via portal.
Meta Platform Support
We help with integration, but some issues require direct Meta contact:
Need Professional Services?
For custom implementation, training, or managed services, contact professional-services@flashcart.app
This Support Policy is effective as of February 15, 2026.