Contact Support
How to reach our support team
Contact Support
Multiple ways to reach us based on your plan and urgency.
By Plan
Starter Plan
- Email: support@africaos.dev
- Response: Within 24 business hours
- Hours: Mon-Fri 8AM-6PM SAST
- Help Center: Full access
Professional Plan
- Email: support@africaos.dev (Priority queue)
- Live Chat: In-app widget, Mon-Fri 8AM-6PM SAST
- Response: Within 4 business hours
- Phone: Not included
Enterprise Plan
- Email: enterprise-support@africaos.dev
- Live Chat: 24/7 in-app
- Phone: +27 21 000 0000 (24/7 for critical)
- Slack: Private shared channel
- CSM: Dedicated Customer Success Manager
- Response: Within 1 hour (critical: 15 min)
Contact Methods
Best for: Non-urgent, detailed issues, attachments
Templates:
Technical Issue:
Subject: [Org Name] - Technical Issue: [Brief Description]
Organization: [Your org name]
User: [Your email/name]
Module: [Payments/Patients/Stock/etc.]
Page URL: [Where issue occurs]
Steps to Reproduce:
1.
2.
3.
Expected:
Actual:
Screenshots: [Attach]
Error Messages: [Paste]
Browser/OS: [Chrome 120 / macOS 14]
Started: [Date/time]
Impact: [Users affected, revenue impact]Billing Question:
Subject: [Org Name] - Billing Question
Organization: [Your org name]
Invoice: [INV-XXXXX if applicable]
Question: [Clear question]Feature Request:
Subject: Feature Request: [Title]
Use Case: [Who needs this, why]
Current Workaround: [How you do it now]
Impact: [Time saved, revenue, compliance]
Priority: [Nice to have / Important / Critical]Live Chat (Professional/Enterprise)
- Click Help widget (bottom right)
- Click Chat with Support
- Fill brief form
- Connect with agent
- Share screen if needed (Enterprise)
Tips:
- Have URL ready
- Screenshots ready to paste
- Describe steps clearly
Phone (Enterprise Only)
Critical Issues (Sev-1): +27 21 000 0000 - 24/7
- Production down
- Data loss
- Security breach
- Billing emergency
Standard Issues: Business hours only
- Configuration help
- Feature questions
- Non-critical bugs
Slack (Enterprise Only)
- Join shared channel (invited on onboarding)
- Mention @africaos-support
- Thread for each issue
- Real-time collaboration with engineers
In-App Feedback
- Help widget → Feedback
- Choose type: Bug, Feature, General
- Add details
- Submit (anonymous option)
Emergency Contacts
Security Incidents
- Email: security@africaos.dev
- PGP: [Key available on request]
- Response: Within 4 hours
- Bug Bounty: hackerone.com/africaos
Data Privacy
- Email: privacy@africaos.dev
- DPO: dpo@africaos.dev
- Response: Within 24 hours
- DSAR: Settings → Privacy → Submit Request
Billing Emergencies
- Email: billing@africaos.dev
- Phone: +27 21 000 0001 (Business hours)
- Response: Within 4 hours
Sales / Upgrades
- Email: sales@africaos.dev
- Calendar: calendly.com/africaos-sales
- Response: Within 4 business hours
Support Best Practices
Do
- Search help center first
- Provide complete information upfront
- Use structured templates above
- One issue per ticket
- Respond promptly to follow-ups
- Test suggested fixes
Don't
- Send multiple tickets for same issue
- Share passwords (we never ask)
- Post sensitive data in community
- Demand immediate fix for non-critical
- CC multiple channels (causes duplication)
Response Time Targets
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical (Sev-1) | N/A | 4 hours | 15 minutes |
| High (Sev-2) | 24 hours | 8 hours | 2 hours |
| Medium (Sev-3) | 48 hours | 24 hours | 8 hours |
| Low (Sev-4) | 5 business days | 3 business days | 24 hours |
Severity Definitions:
- Sev-1: Production down, data loss, security breach
- Sev-2: Major feature broken, many users affected
- Sev-3: Minor feature issue, workaround exists
- Sev-4: Cosmetic, enhancement, question
Escalation
If Unhappy with Response
- Reply to ticket requesting escalation
- Mention business impact
- Request Tier 2/Engineering review
- Enterprise: Contact CSM directly
Formal Complaint
- Email: complaints@africaos.dev
- Response: Within 2 business days
- Resolution: Within 10 business days