Support Policy

Email Support: Our primary support channel is email. You can reach us at support@insyratech.com. We aim to respond to all inquiries within 24-48 hours during business days.

Phone Support: For urgent issues, you can contact our support team at the phone number provided in your account dashboard. Phone support is available during business hours (Monday-Friday, 9 AM - 6 PM EST).

In-App Support: Many of our products include built-in support features and help documentation accessible directly from the application.

Knowledge Base: We maintain a comprehensive knowledge base with articles, tutorials, and FAQs to help you find answers quickly.

Basic Support: Included with all subscriptions. Provides email support with standard response times and access to our knowledge base.

Priority Support: Available as an add-on. Includes faster response times (within 4-8 hours), phone support, and priority ticket handling.

Enterprise Support: For enterprise customers, includes dedicated support channels, 24/7 availability, and a dedicated account manager.

Critical Issues: We define critical issues as those that completely prevent you from using our services. We aim to respond to critical issues within 2-4 hours during business hours.

High Priority: Issues that significantly impact functionality but have workarounds. Response time: 4-8 hours during business days.

Standard Priority: General questions, feature requests, and non-urgent issues. Response time: 24-48 hours during business days.

Note: Response times may vary during weekends, holidays, and outside of business hours.

Technical issues and bugs within our products and services.

Questions about product features and functionality.

Integration and setup assistance.

Account and billing inquiries.

Best practices and guidance on using our services effectively.

We do not provide support for third-party integrations or custom development work outside of our standard services.

Provide detailed information: Include error messages, steps to reproduce issues, screenshots, and your account information when relevant.

Use clear subject lines: Help us prioritize and route your request correctly.

Check our knowledge base first: Many common questions are answered in our documentation.

Be patient: Our support team works diligently to resolve all issues, but complex problems may require additional time.

Scheduled Maintenance: We perform scheduled maintenance during off-peak hours and provide advance notice via email and in-app notifications.

Emergency Maintenance: In rare cases, emergency maintenance may be required. We will notify affected users as soon as possible.

Updates and New Features: We regularly release updates and new features. Major updates are announced in advance, and detailed release notes are provided.

Uptime Guarantee: We guarantee 99.9% uptime for our core services, excluding scheduled maintenance.

SLA Credits: If we fail to meet our uptime guarantee, eligible customers may receive service credits as outlined in their service agreement.

SLA terms may vary by service tier and are detailed in your specific service agreement.

We welcome your feedback and feature requests. You can submit them through our support channels or directly through our products.

While we cannot guarantee that all requests will be implemented, we carefully review all feedback and prioritize based on user needs and our product roadmap.

We regularly communicate product updates and roadmap changes to keep our users informed.

Email: support@insyratech.com

Phone: Available in your account dashboard

Business Hours: Monday-Friday, 9 AM - 6 PM EST

For urgent issues outside business hours, please use email and mark your message as "Urgent" in the subject line.