--- title: "Support Policy" description: "How FirstSales provides customer support, response targets, what we cover, and how to get help." canonical: "https://firstsales.io/support-policy/" --- 1. [Home](/) 2. Support Policy # Support Policy FirstSales support is delivered primarily via email at support@firstsales.io. We aim to respond to critical issues within a few hours on business days. This page describes what support covers, what it does not, response targets, and how to reach us. Last updated June 13, 2026 On this page * [Scope and Purpose](#scope-and-purpose) * [How to Get Help](#how-to-get-help) * [Support Hours and Response Targets](#support-hours-and-response-targets) * [What Support Covers](#what-support-covers) * [What Support Does Not Cover](#what-support-does-not-cover) * [Your Responsibilities](#your-responsibilities) * [Bug Reports and Feature Requests](#bug-reports-and-feature-requests) * [Escalation and Service Status](#escalation-and-service-status) * [Changes to This Policy and Contact](#changes-and-contact) ## Scope and Purpose This Support Policy describes how FirstSales provides assistance to customers using the FirstSales platform, including cold-email automation, mailbox and domain warmup, deliverability tooling, inbox-placement analytics, and related features. Our goal is to help you get the most out of FirstSales so your outreach reaches the inbox and drives results. Support is available to all active subscribers and applies to the hosted FirstSales service as described in our Terms of Service. This policy describes goals and targets, not binding service-level agreements. Response times are aims, not contractual guarantees. ## How to Get Help We offer several ways to reach us and find answers. Email is our primary support channel and the fastest way to get a response from our team. * Email (primary): support@firstsales.io — send a detailed message describing your issue, including your account email and any relevant context. * In-app help: Use the help widget inside your FirstSales dashboard to browse articles or start a conversation with our team. * Documentation and knowledge base: Visit our help center for guides, how-to articles, and reference material covering all major features. * Status page: Check our public status page for real-time information about platform incidents, scheduled maintenance, and uptime history. For the fastest resolution, always include your account email, the feature or workflow you are using, a description of what you expected to happen, and what actually happened. ## Support Hours and Response Targets Our support team operates Monday through Friday, excluding major public holidays. We aim to read and triage all incoming requests on business days. We use a priority tier system to allocate attention to the most urgent issues first. Response-time figures below are targets we aim for, not guarantees. 1. Critical: Platform-wide outage or data loss affecting your account. Target first response: within 4 business hours. 2. High: A core feature is broken and blocking your active campaigns with no workaround. Target first response: within 1 business day. 3. Normal: Configuration questions, deliverability guidance, billing inquiries, non-blocking bugs. Target first response: within 2 business days. 4. Low: General how-to questions, feature clarifications, feedback, non-urgent requests. Target first response: within 3 business days. We aim to provide a meaningful first response, not just an acknowledgement, within these windows. Resolution time will vary depending on the complexity of the issue. Priority is assessed by our team based on the actual impact described. Including clear, specific details when you write in helps us assign the right priority quickly. ## What Support Covers Our team is here to help you succeed with the FirstSales product. Support covers the following areas. * Account and billing: subscription management, plan changes, invoice questions, seat management, and payment issues. * Platform configuration: setting up mailboxes, domains, warmup schedules, sending limits, campaign settings, and workspace options. * Troubleshooting: investigating unexpected behavior, error messages, failed sends, and other issues caused by the FirstSales platform itself. * Deliverability guidance: high-level advice on inbox placement, warmup best practices, DNS configuration for SPF, DKIM, and DMARC, and how to interpret analytics. * How-to questions: understanding features, navigating the dashboard, using integrations, and interpreting reports. * Bug reports: confirming and escalating reproducible defects in the platform. ## What Support Does Not Cover To set clear expectations, here is what falls outside the scope of FirstSales support. * Writing campaigns for you: our team will not write your email copy, subject lines, or sequences on your behalf. We provide tooling; the strategy and content are yours. * Guaranteeing results: we cannot promise a specific open rate, reply rate, or number of meetings booked. Deliverability and engagement depend on many factors outside our control. * Third-party mailbox or provider issues: problems with Gmail, Google Workspace, Microsoft 365, or any other external mailbox provider are outside our control and must be resolved with that provider. * Custom development or integrations: we do not build bespoke features, custom API integrations, or scripts for individual accounts. * Legal or compliance advice: we cannot advise on CAN-SPAM, GDPR, CASL, or other regulatory requirements as they apply to your specific business. Please consult qualified legal counsel. * Recovering data deleted by user action: data removed through deliberate account actions may not be recoverable. If you are unsure whether something is in scope, just ask. We will tell you honestly what we can and cannot help with. ## Your Responsibilities Effective support is a two-way effort. To help us resolve your issues quickly, we ask that you do the following. * Provide clear context: include your account email, the specific feature or workflow involved, steps to reproduce the issue, what you expected, and what actually happened. * Respond promptly: if we ask follow-up questions, timely replies help us move faster. Tickets with no response for 7 business days may be closed. * Keep your account secure: use a strong password, enable two-factor authentication where available, and do not share account credentials with unauthorized parties. * Maintain your own mailbox and domain settings: DNS records (SPF, DKIM, DMARC), mailbox limits, and sending infrastructure are your responsibility. We can guide you, but we cannot access or manage third-party accounts on your behalf. * Communicate respectfully: our team works hard to help you. We ask for mutual professionalism in all interactions. ## Bug Reports and Feature Requests We actively rely on customer feedback to improve FirstSales. Here is how to report bugs and request features. To report a bug, email support@firstsales.io with a clear description of the problem, the steps to reproduce it, and any relevant screenshots or error messages. The more detail you provide, the faster we can confirm and prioritize the fix. To request a feature or suggest an improvement, email support@firstsales.io or use the in-app feedback option. We read every request and use it to inform our roadmap. * Confirmed bugs that affect core functionality are prioritized for the next available release cycle. * Minor bugs and cosmetic issues are batched and addressed in regular maintenance releases. * Feature requests are evaluated against our roadmap, customer demand, and strategic fit. We may not implement every request, but we consider all of them. * We do not commit to specific release dates for individual fixes or features in our support channel. Submitting a detailed bug report or a clear feature rationale significantly increases the likelihood that we can act on it quickly. ## Escalation and Service Status If your issue is not resolved to your satisfaction through the standard support process, you may request escalation by replying to your existing support thread and indicating that you would like the issue reviewed at a higher level. For platform incidents, outages, and degraded performance, we communicate status and updates through our public status page. We aim to post an initial acknowledgement within 30 minutes of detecting a significant incident, followed by regular updates until the issue is resolved. * Check the status page first during suspected outages before contacting support. * We send email notifications for incidents when you have subscribed to status-page alerts. * Post-incident summaries are published for significant outages describing root cause and steps taken to prevent recurrence. * If you believe an incident is affecting your account but is not reflected on the status page, contact us at support@firstsales.io immediately. ## Changes to This Policy and Contact FirstSales may update this Support Policy from time to time to reflect changes in our team, tooling, or service offerings. When we make changes, we will update the 'Last Updated' date at the top of this page. Continued use of the FirstSales platform after a change to this policy constitutes your acceptance of the updated terms. We encourage you to review this page periodically. For all support inquiries, feedback, and questions about this policy, contact us at: * Email: support@firstsales.io * In-app: use the help widget inside your FirstSales dashboard Email is our primary support channel. Writing to support@firstsales.io is always the most reliable way to reach us. ## Questions about this policy? We're happy to help clarify anything in this document. Reach our team and we'll get back to you. [support@firstsales.io](mailto:support@firstsales.io)