Support Policy

This Support Policy explains how FirstSales helps customers who use the FirstSales platform. That includes cold email automation, mailbox and domain warm-up, deliverability tools, 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 gets results. Support is open to every active subscriber. It covers the hosted FirstSales service as described in our Terms of Service.

This policy sets out goals and targets. It is not a binding service-level agreement. Response times are aims, not contractual promises.

You can reach us and find answers in several ways. Email is our main support channel and the fastest way to get an answer from our team.

• Email (main channel): firstsales@support.communicate.so. Describe your issue in detail and include your account email and any useful context.
• In-app help: use the help widget in your FirstSales dashboard to read articles or start a conversation with our team.
• Documentation and knowledge base: visit our help center for guides, how-to articles and reference material on every major feature.
• Status page: check our public status page for live information on platform incidents, planned maintenance and uptime history.

For the fastest fix, always include your account email, the feature or workflow you are using, what you expected to happen and what actually happened.

Our support team works Monday to Friday, except major public holidays. On business days we aim to read and sort every request that comes in.

We use priority levels so the most urgent issues get attention first. The response times below are targets we aim for, not promises.

1. Critical: a platform-wide outage, or data loss affecting your account. Target first response: within 4 business hours.
2. High: a core feature is broken and blocks your active campaigns, with no workaround. Target first response: within 1 business day.
3. Normal: setup questions, deliverability advice, billing questions and bugs that do not block you. Target first response: within 2 business days.
4. Low: general how-to questions, questions about how a feature works, feedback and requests that are not urgent. Target first response: within 3 business days.

Within these windows we aim to send a useful first answer, not just a note that we got your message. How long a fix takes depends on how complex the issue is.

Our team sets the priority based on the real impact you describe. Clear, specific details in your message help us set the right priority quickly.

Our team is here to help you succeed with FirstSales. Support covers these areas.

• Account and billing: managing your subscription, plan changes, invoice questions, seat management and payment problems.
• Platform setup: setting up mailboxes, domains, warm-up schedules, sending limits, campaign settings and workspace options.
• Troubleshooting: looking into unexpected behavior, error messages, failed sends and other problems caused by the FirstSales platform itself.
• Deliverability advice: general advice on inbox placement, good warm-up practice, DNS setup for SPF, DKIM and DMARC, and how to read your analytics.
• How-to questions: understanding features, finding your way around the dashboard, using integrations and reading reports.
• Bug reports: confirming and escalating defects in the platform that we can reproduce.

So you know what to expect, these things are outside FirstSales support.

• Writing campaigns for you: our team will not write your email copy, subject lines or sequences. We provide the tools. The strategy and the content are yours.
• Promising results: we cannot promise a specific open rate, reply rate or number of booked meetings. Deliverability and engagement depend on many things outside our control.
• Problems with third-party mailboxes or providers: problems with Gmail, Google Workspace, Microsoft 365 or any other outside mailbox provider are outside our control. You need to solve them with that provider.
• Custom development or integrations: we do not build custom features, custom API integrations or scripts for single accounts.
• Legal or compliance advice: we cannot tell you how CAN-SPAM, GDPR, CASL or other rules apply to your business. Please ask a qualified lawyer.
• Getting back data you deleted: data removed on purpose through account actions may not be recoverable.

Not sure if something is covered? Just ask. We will tell you honestly what we can and cannot help with.

Good support needs both sides. To help us solve your issue quickly, please do the following.

• Give clear context: include your account email, the feature or workflow involved, the steps to reproduce the issue, what you expected and what actually happened.
• Reply quickly: if we ask follow-up questions, quick replies help us move faster. We may close a ticket with no reply from you for 7 business days.
• Keep your account secure: use a strong password, turn on two-factor authentication where it is offered, and do not share your login details with anyone who is not authorized.
• Look after your own mailbox and domain settings: DNS records (SPF, DKIM, DMARC), mailbox limits and sending setup are your responsibility. We can guide you, but we cannot access or manage third-party accounts for you.
• Be respectful: our team works hard to help you. We ask for professional behavior on both sides in every conversation.

Customer feedback helps us improve FirstSales. Here is how to report bugs and ask for features.

To report a bug, email firstsales@support.communicate.so. Describe the problem clearly, list the steps to reproduce it and add any useful screenshots or error messages. The more detail you give, the faster we can confirm the bug and plan the fix.

To ask for a feature or suggest an improvement, email firstsales@support.communicate.so or use the feedback option in the app. We read every request and use it to shape our roadmap.

• Confirmed bugs that affect core features are put first in line for the next release cycle we can fit them into.
• Small bugs and visual issues are grouped and fixed in regular maintenance releases.
• We weigh feature requests against our roadmap, customer demand and how well they fit our plans. We may not build every request, but we consider all of them.
• In support conversations we do not commit to release dates for single fixes or features.

A detailed bug report or a clear reason for a feature makes it much more likely that we can act on it quickly.

If the normal support process does not solve your issue to your satisfaction, you can ask for escalation. Reply to your existing support thread and say that you want the issue reviewed at a higher level.

We share the status of platform incidents, outages and slow performance, and updates on them, on our public status page. We aim to post a first notice within 30 minutes of finding a significant incident, then post regular updates until it is fixed.

• If you suspect an outage, check the status page before you contact support.
• If you have subscribed to status page alerts, we email you about incidents.
• After significant outages we publish a summary that explains the root cause and the steps we took to stop it happening again.
• If you think an incident is affecting your account but it is not on the status page, contact us at firstsales@support.communicate.so straight away.

FirstSales may update this Support Policy from time to time to reflect changes to our team, tools or services. When we do, we will change the 'Last Updated' date at the top of this page.

If you keep using the FirstSales platform after this policy changes, you accept the updated terms. Please check this page from time to time.

For any support request, feedback or question about this policy, contact us here:

• Email: firstsales@support.communicate.so
• In-app: use the help widget in your FirstSales dashboard

Email is our main support channel. Writing to firstsales@support.communicate.so is always the most reliable way to reach us.