How to Reach Us
Email is our primary support channel and the fastest way to get a response. Write to [email protected] with a detailed description of your question or issue. If you already use FirstSales, you can also use the in-app help widget inside your dashboard.
What to Expect
Our support team operates Monday through Friday, excluding major public holidays, and triages every incoming request by priority. These are the targets we aim for — response-time goals, not contractual guarantees:
- Critical (platform-wide outage or data loss): within 4 business hours.
- High (a core feature is broken with no workaround): within 1 business day.
- Normal (configuration, deliverability, billing questions): within 2 business days.
- Low (how-to questions, feedback, non-urgent requests): within 3 business days.
See our full Support Policy for what is and is not covered.
What to Include in Your Message
For the fastest resolution, include your account email, the feature or workflow you are using, what you expected to happen, and what actually happened. Clear, specific details help us assign the right priority and respond with an accurate fix instead of a round of follow-up questions.
Billing and Refunds
For subscription, invoice, or refund questions, email [email protected] with your account email and invoice details. Our Refund Policy explains what is eligible and how refunds are processed.
Security and Abuse Reports
If you need to report a security vulnerability, suspected account abuse, or misuse of the platform, send the details to [email protected] with "Security" or "Abuse" in the subject line so it reaches our team quickly.
Partnership Enquiries
For affiliate, reseller, or partnership conversations, reach out to [email protected] — a different inbox from general support, so partnership emails don't get lost in the support queue.