Service Policy

Synafex is delivered entirely online. Upon account creation and subscription activation:

• Instant Access: Users gain immediate access to the Synafex dashboard, including chatbot builder, contact management, campaign tools, and live chat features.
• WhatsApp Integration: Connecting your WhatsApp Business Account requires completing the Meta Business verification process and providing your WhatsApp Business API credentials. Setup typically takes 15-30 minutes after verification.
• No Installation Required: Synafex runs in any modern web browser. There is no software to download or install.
• API Access: Developers can access the Synafex API upon subscription. API keys are generated from the Developer section of the dashboard.

Synafex strives to maintain high availability for all services:

• Uptime Target: We target 99.9% uptime for the Synafex platform, excluding scheduled maintenance windows.
• Infrastructure: Our services are hosted on enterprise-grade cloud infrastructure with redundancy, automatic failover, and geographic distribution.
• Real-Time Messaging: WhatsApp message delivery depends on Meta's WhatsApp Business API availability. Synafex is not responsible for delays or outages caused by Meta's infrastructure.
• Status Page: Service status and incident reports are available at our status page. Users are notified of major incidents via email.

We provide onboarding resources to help you get started quickly:

• Self-Service Setup: Step-by-step guides and documentation are available within the dashboard to help configure WhatsApp integration, chatbot flows, contact imports, and campaigns.
• Enterprise Onboarding: Enterprise plan customers receive dedicated onboarding assistance, including a kick-off call, configuration review, and a designated account manager.
• Data Migration: We provide tools for importing contacts via CSV. For large-scale data migrations, enterprise customers can request assisted migration support.

Synafex is continuously improved with regular updates:

• Scheduled Maintenance: Planned maintenance windows are scheduled during off-peak hours (typically weekends, 2:00 AM - 6:00 AM EST) and communicated at least 48 hours in advance via email.
• Feature Updates: New features and improvements are rolled out continuously. Major updates are announced via in-app notifications and email.
• Security Patches: Critical security updates are applied immediately without prior notice to protect user data and platform integrity.
• API Versioning: API changes are versioned. Deprecated endpoints are supported for a minimum of 90 days after deprecation notice.

We offer multiple channels for customer support:

• Email Support: Available to all users at support@synafex.com. Response times vary by plan: Free (48 hours), Pro (24 hours), Enterprise (4 hours).
• In-App Support: Access help documentation and submit support requests directly from the Synafex dashboard.
• Priority Support: Enterprise customers receive priority ticket routing, dedicated account management, and optional phone support during business hours (Mon-Fri, 9 AM - 6 PM EST).
• Knowledge Base: Self-service documentation, tutorials, and FAQs are available at our help center.

Please note the following service boundaries:

• Synafex provides the software platform and tools. Businesses are responsible for the content of messages sent through the platform and for complying with applicable laws and Meta's policies.
• WhatsApp message delivery, template approvals, and conversation pricing are governed by Meta's WhatsApp Business Platform policies and are outside Synafex's control.
• AI-generated chatbot responses are provided as-is. Businesses should review automated responses for accuracy and appropriateness in their industry context.
• Service features and availability may vary by subscription plan. Feature comparisons are available on our pricing page.

For questions about our service delivery or this policy, please contact us:

• Email: support@synafex.com
• Phone: +1 (800) 555-0199
• Address: 100 Pine Street, Suite 1250, San Francisco, CA 94111, United States