# Support Policy · Communicate > Support policy for Communicate: what email support covers, response targets, severity handling, and how to reach us at communicate@support.communicate.so. - **URL:** https://communicate.so/support-policy --- - [Home](/) - - Legal # Support Policy Legal reference Last updated: July 22, 2026 Communicate is an AI customer-support platform operated by TinyCheque, Inc. This policy explains how we help you, what our support team can and cannot do, and what you can expect when you reach out. We keep it plain and honest: Communicate is a lean, self-serve product, so support is delivered primarily over email and through our documentation. This is not a contract for guaranteed service levels, and nothing here promises numeric uptime, round-the-clock phone coverage, or a dedicated account manager on every plan. It sets shared expectations so that when you contact us we can move quickly and get you unblocked. On this page - [Overview](#overview) - [What support covers](#what-support-covers) - [What support does not cover](#what-support-does-not-cover) - [How to get help](#how-to-get-help) - [Response targets](#response-targets) - [Support hours and languages](#support-hours-and-languages) - [Your responsibilities](#your-responsibilities) - [Severity and prioritization](#severity-and-prioritization) - [Feature requests and feedback](#feature-requests-and-feedback) - [Bug reports and incidents](#bug-reports-and-incidents) - [Account, billing, and cancellation support](#account-billing-and-cancellation-support) - [Cancellation policy](#cancellation-policy) - [Refund policy](#refund-policy) - [Abuse and fair use](#abuse-and-fair-use) - [Changes to this policy](#changes-to-this-policy) - [Contact](#contact) ## Overview Our goal is simple: help you get value from Communicate without friction. That means answering questions about how the product works, helping you configure your AI agent and shared inbox, troubleshooting behavior that looks wrong, and sorting out anything related to your account, billing, or credits. We support customers on all paid plans through a single channel, email, backed by public documentation you can read at any time. Because we are a small, self-serve team, we are deliberate about what we promise. We would rather set honest expectations and beat them than publish service levels we cannot reliably meet. Where this policy uses words like "aim" or "target," read those as goals we work toward in good faith, not as contractual guarantees. If your organization needs a more formal arrangement, we are happy to discuss it (see the enterprise note under "Response targets"). ## What support covers Support exists to help you use Communicate successfully. In practice, that includes the following. - Using features: how the AI agent, shared inbox with human takeover, widgets, in-app messages, and analytics work, and how to get the most out of them. - Configuration guidance: setting up your widget, connecting your channels, tuning agent behavior, structuring your knowledge base, and configuring in-app messages and notifications. - Troubleshooting: investigating behavior that does not match what the product should do, such as a widget that will not load, messages that are not delivered, or takeover that is not routing as expected. - Billing and account questions: activation, credit balances and usage, invoices and receipts, plan changes, seat and workspace management, and cancellation. - Bug triage: reviewing a suspected defect, confirming whether it is a bug on our side, and prioritizing a fix or a workaround. If you are not sure whether something falls under support, ask anyway. We would rather point you in the right direction than have you stay stuck. ## What support does not cover To keep support fast and focused, some things fall outside what our team can take on. These are not covered. - Writing your knowledge base content for you: we help you structure and connect your content, but the source material that trains your AI agent is yours to create and maintain. - Custom development: building bespoke features, custom integrations, or one-off code changes specific to your use case. - Third-party platform issues: problems that originate in tools or services outside Communicate, such as your website host, CMS, email provider, or another vendor. We will help you identify whether an issue is on our side, but we cannot fix or support systems we do not operate. - Guaranteeing AI answer accuracy: the quality and correctness of your AI agent’s responses depend heavily on your own training data and configuration. We can help you improve inputs and behavior, but we do not guarantee that generated answers are accurate, complete, or fit for a particular purpose. See the AI disclaimer in our Terms at /terms. - Acting on behalf of your end users: we support you, the account holder and your team, not your customers directly. Requests from your end users should come to you. ## How to get help Start with the documentation. Many questions about setup and configuration are answered there, and it is the fastest path to an answer at any hour. When you need a person, email us. - Check the documentation and in-product guidance for how a feature works or how to configure it. - If that does not resolve it, email [communicate@support.communicate.so](mailto:communicate@support.communicate.so) from the address associated with your account. - Include what you were trying to do, what happened instead, and enough detail for us to reproduce it (see "Your responsibilities" below). Email is our single support channel. We do not operate a separate ticketing portal, live-chat desk, or phone line, so please do not wait on those. Writing to [communicate@support.communicate.so](mailto:communicate@support.communicate.so) is the right and only way to reach the support team. ## Response targets The windows below are goals, not guarantees. We aim to hit them during our normal working days, and we often respond faster. They can slip during weekends, holidays, and unusually high volume. We measure the target against our first substantive reply, not final resolution, since some issues need investigation. ChannelType of requestResponse target (goal) Email ([communicate@support.communicate.so](mailto:communicate@support.communicate.so))General questions and configuration helpWe aim to reply within 2 business days Email ([communicate@support.communicate.so](mailto:communicate@support.communicate.so))Billing, account, and cancellationWe aim to reply within 2 business days Email ([communicate@support.communicate.so](mailto:communicate@support.communicate.so))Suspected bug or degraded featureWe aim to reply within 1 business day Email ([communicate@support.communicate.so](mailto:communicate@support.communicate.so))Production-down or critical outageWe aim to reply as a priority, ahead of other requests DocumentationSelf-serve, how-to, and configuration referenceAvailable anytime These targets apply to paid plans generally and are not tied to a numeric contractual SLA. If your organization needs formal response commitments, priority handling, or a more structured support relationship, we can discuss an enterprise arrangement. Contact [communicate@support.communicate.so](mailto:communicate@support.communicate.so) to start that conversation. ## Support hours and languages We provide support on business days, Monday through Friday, excluding public holidays observed by TinyCheque, Inc. We are a small team working across limited hours rather than a 24/7 operation, so messages sent overnight, on weekends, or on holidays are typically picked up on the next business day. Critical, production-down issues are prioritized whenever we see them. Support is offered in English. You are welcome to write in another language and we will do our best, but responses will be in English and complex issues are easiest to resolve when described in English. ## Your responsibilities Good support is a two-way effort. You can help us help you by doing the following. - Keep your account information current, especially the email address and billing details we use to reach you and identify your account. - Contact us from an email address associated with your account so we can verify who you are before discussing account-specific details. - Describe issues clearly: what you expected, what actually happened, when it started, which workspace or widget is affected, and the steps to reproduce it. Screenshots, error messages, and relevant URLs help a lot. - Do not share passwords, full API keys, or other credentials in your messages. If we need to verify access, we will tell you a safe way to do it. Never send secrets in plain text. - Respond to our follow-up questions so we can keep momentum. If a thread goes quiet for an extended period, we may close it and ask you to reopen when you are ready. - Use the product within the Terms at /terms and this policy, including reasonable and lawful use of support itself. ## Severity and prioritization When several requests arrive at once, we triage by impact rather than strictly by order received. Urgent, production-affecting problems take priority over general questions and feature discussions. We use a simple mental model like the one below. - Critical: Communicate is down or a core feature is unusable for you, with no workaround, directly affecting your ability to serve your customers. These jump to the front of the queue. - High: an important feature is broken or badly degraded, but a workaround exists or the impact is partial. We treat these ahead of routine questions. - Normal: how-to questions, configuration guidance, billing questions, and non-blocking bugs. Handled in the usual flow. - Low: feature requests, feedback, and general product questions. We read every one, but they do not preempt active issues. To help us triage accurately, tell us the real-world impact in your first message: who is affected, whether a workaround exists, and how urgent it is for your business. That context lets us place your request correctly instead of guessing. ## Feature requests and feedback We build Communicate around what customers actually need, and your input shapes the roadmap. Send feature requests and product feedback to [communicate@support.communicate.so](mailto:communicate@support.communicate.so). Concrete detail helps: describe the problem you are trying to solve and the outcome you want, not only the feature you have in mind, because the underlying need often points to a better solution than the one first imagined. We cannot commit to building, prioritizing, or scheduling any specific request, and we do not promise timelines for feedback-driven work. What we can promise is that we read it and weigh it seriously when planning. If a request overlaps with something already in progress, we will say so where we can. ## Bug reports and incidents If you think you have found a bug, email [communicate@support.communicate.so](mailto:communicate@support.communicate.so) with steps to reproduce, what you expected, what happened, and the affected workspace or widget. We will confirm whether it is a defect on our side, prioritize it by severity, and share a workaround where one exists. Clear reproduction steps are the single biggest factor in how quickly we can fix an issue. Security vulnerabilities are handled separately and with care. Please do not report a suspected security issue through a public channel or a normal bug email. Instead, follow the responsible disclosure process described at /security so we can triage and remediate it safely. ## Account, billing, and cancellation support Communicate is self-serve and credit-based. Getting started is a one-time activation, and ongoing usage draws down credits; there is no free tier. Details of plans and what is included live on our pricing page at /pricing, and the governing commercial terms are in our Terms at /terms. For questions about activation, credit balances and usage, invoices and receipts, plan changes, or seats and workspaces, email [communicate@support.communicate.so](mailto:communicate@support.communicate.so) from the address on your account. If you want to cancel, contact us or use the in-product controls where available; we will confirm what cancellation means for your credits, data, and access. Billing disputes and refund eligibility are governed by the Terms at /terms, and we will work through any billing concern with you directly. ## Cancellation policy You can cancel at any time. Cancellation stops the next renewal; it does not end your plan on the spot. Your access and any remaining credits stay active through the end of the billing period you have already paid for, and the plan ends when that period closes. For a monthly plan, access continues until the current one-month billing cycle is complete, and the subscription ends once that month is over. For an annual plan, the same rule applies across the full year: you keep access until the current yearly cycle ends, and there is no mid-cycle termination. The governing commercial terms are in our Terms at /terms. ## Refund policy We do not offer refunds. All payments, including for activation, credits, and subscription periods, are final and non-refundable. Cancelling stops future renewals but does not refund amounts already paid, and unused credits are not refunded. This mirrors the Terms at /terms, except where a refund is required by applicable law. ## Abuse and fair use Support is offered in good faith and is meant to be used reasonably. We may decline, limit, or pause support in cases of abusive, threatening, harassing, or deceptive conduct toward our team, attempts to misuse support to extract work that falls outside this policy, or use of the product that violates the Terms at /terms or applicable law. Fair use also applies to the platform itself. Automated or excessive requests that degrade the service for others, attempts to circumvent credit limits, and similar behavior may lead us to intervene. We will always aim to communicate before taking action where it is safe and reasonable to do so. ## Changes to this policy We may update this Support Policy as the product and our team evolve. When we make a material change, we will update the date shown at the top of this page. Continued use of Communicate after an update means you accept the current version. We encourage you to check back here if you want the latest details on how support works. ## Contact For all support requests, questions about this policy, feature ideas, and billing or account help, email us at [communicate@support.communicate.so](mailto:communicate@support.communicate.so). For security vulnerability reports, use the disclosure process at /security instead. Communicate is operated by TinyCheque, Inc., Newark, Delaware, USA.