Customer Service Policy

Cincht is committed to providing timely, respectful, and effective customer support. This Customer Service Policy outlines our service standards, response time commitments, and escalation procedures.

We provide support through the following channels: • Live chat: available within the Cincht dashboard (business hours) • Email: support@cincht.com (24/7 submission, responses within SLA) • Help centre: help.cincht.com (self-service, available 24/7) • Partner support: partners@cincht.com (for affiliate programme enquiries)

Our target response times by plan: • Starter plan: First response within 48 business hours • Business Pro plan: First response within 24 business hours • Enterprise plan: First response within 4 business hours with dedicated account manager Business hours are Monday–Friday 08:00–18:00 UTC. Response time targets are not guaranteed but represent our strong commitment to timely resolution.

Cincht support covers: • Account setup and configuration • WhatsApp Business API integration assistance • Billing and subscription queries • Technical troubleshooting of Cincht platform features • Affiliate programme account and commission queries Cincht support does not cover: • Third-party integrations not officially supported by Cincht • Custom development work • WhatsApp platform policies (managed by Meta) • Hardware or network issues on the customer's side

If you are not satisfied with your initial support response: 1. Request an escalation within your original support ticket 2. A senior support agent will review your case within 2 business days 3. If still unresolved, you may escalate to a support manager via support@cincht.com with subject line "Escalation Request" Enterprise customers have a dedicated account manager as their primary escalation point.

After each resolved support interaction you may receive a brief satisfaction survey. Your feedback helps us improve our service. Complaints or compliments can also be sent directly to support@cincht.com.