Support Policy

This page describes the support we provide, as referenced in our Terms of Service. Where an Order Form specifies different support terms, that Order Form prevails.

1. How to reach us

Channel	Contact	Use for
Email	support@calanaihq.com	All support requests
Emergency / outage	+91 93849 49889 (phone and WhatsApp)	Confirmed production outages only
Billing	support@calanaihq.com	Invoices, payments, plan changes
Security	security@calanaihq.com	Vulnerability reports, suspected compromise
Abuse	support@calanaihq.com	Policy violations

Support hours: Monday to Friday, 10:00–19:00 IST, excluding public holidays in India.

Requests received outside support hours are logged and addressed from the start of the next support day, other than Severity 1 issues where your Order Form provides for extended coverage.

Who can raise a request. Support is provided to a customer's designated administrators and Authorised Users. We cannot accept requests from a customer's own end customers — those individuals should be directed to the business they are dealing with. Requests concerning personal data from end customers are handled under our Data Deletion Instructions and Privacy Policy.

2. Severity levels and response targets

We classify each request on receipt. If you disagree with our classification, tell us and we will review it.

Severity	Definition	Target first response
1 — Critical	The Service is unavailable, or messages cannot be sent or received at all, for all of your users, with no workaround. Production is stopped.	4 business hours
2 — High	Major functionality is significantly impaired or unusable for many users, or a workaround exists but is materially burdensome. Business impact is substantial.	1 business day
3 — Normal	A feature is not working as documented, with limited impact or an acceptable workaround.	3 business days
4 — Low	Questions, configuration guidance, documentation issues, cosmetic defects, and feature requests.	5 business days

These are targets for our first substantive response, not commitments to resolve within that time. Resolution time depends on the nature of the issue. Unless your Order Form incorporates a written service level agreement providing for credits, these targets are objectives only and no credits or other remedies apply for failing to meet them.

We will keep you informed of progress on Severity 1 and 2 issues at reasonable intervals until resolved or downgraded.

3. What support covers

Investigating and diagnosing faults in the Service
Guidance on configuration, features, and documented functionality
Assistance with account setup, provisioning, and user management
Guidance on connecting supported integrations
Assistance with message template submission and troubleshooting rejections
Data export requests from authorised administrators
Escalating platform-level issues to the relevant provider where we are able to

4. What support does not cover

Third-party platform decisions. Approval or rejection of message templates, quality rating changes, messaging limit changes, and account restrictions are determined by the relevant messaging platform. We will help you understand and, where possible, remediate them, but we cannot overturn them.
Third-party systems. Faults in systems you connect, or in your own infrastructure, network, or devices.
Your content and configuration. Authoring your message content, FAQ content, automation logic, or campaign strategy, beyond general guidance.
Custom development. Bespoke features, custom integrations, data migration, and consulting are available as professional services under a separate Order Form.
Training beyond onboarding. Structured training programmes are available separately.
Unsupported use. Issues arising from use in breach of the Agreement or the Acceptable Use Policy, from unsupported modifications, or from beta features.
Requests from unauthorised parties.

5. Helping us help you

The speed of resolution depends heavily on the quality of the initial report. Please include:

a clear description of the problem and what you expected instead;
when it started and whether it is ongoing or intermittent;
how many users and conversations are affected;
specific examples — conversation identifiers, message identifiers, phone numbers in international format, timestamps with time zone;
exact error messages and screenshots or a screen recording where relevant;
the steps needed to reproduce it; and
what you have already tried.

Please do not send passwords, API keys, access tokens, or other credentials to support. If we need access to investigate, we will tell you how to grant it securely.

We may need to access your account to investigate. By raising a support request you authorise us to do so to the extent necessary, subject to the safeguards in our Privacy Policy and Data Processing Addendum.

6. Maintenance

Scheduled maintenance. We aim to give at least 24 hours' notice of planned maintenance likely to affect availability, and to schedule it during low-traffic periods.

Emergency maintenance. We may perform urgent maintenance without advance notice where necessary to preserve security, integrity, or availability. We will notify you as soon as practicable.

Status and incident communication. We notify affected customers' designated administrators by email, and where the dashboard is reachable, by in-product notification. We do not currently operate a public status page.

7. Escalation

If you are not satisfied with the handling of a request, reply to the ticket asking for escalation, or contact support@calanaihq.com, quoting the ticket reference. Escalated requests are reviewed by the Designated Partner.

8. Changes

We may update this policy from time to time. Material changes affecting committed support levels will be notified in accordance with the Terms of Service.