1. Overview

Pixelwand CRM is a self-serve, product-led platform. Our support team is dedicated to ensuring the technical reliability and functionality of the software.

This policy outlines what our support includes, the channels we use, and our service boundaries. We aim to provide clear, professional assistance to help your team use Pixelwand CRM effectively.

2. Supported Channels

We provide support exclusively via email to ensure all requests are tracked and documented accurately.

contact@pixelwand.live

Note: We do not offer support via phone, WhatsApp, or personal messaging channels.

3. Support Scope (What We Help With)

Our support covers issues directly related to the standard operation of the Pixelwand platform:

Access Issues: Login troubles, password resets, and account provisioning errors.
Functional Defects: Bugs or unexpected behavior where the system is not working as designed.
Feature Clarification: Guidance on how specific features are intended to work.
Billing: Inquiries regarding invoices, subscription tiers, and payment methods.
Integrations: Technical errors with native integrations (e.g., Slack) where the issue originates from Pixelwand.

4. Out of Scope (What We Do Not Support)

Pixelwand does not provide consulting or managed services. The following are not covered by our support:

Strategy, outreach copywriting, or sales process optimization.
Custom development requests or code-level modifications.
Troubleshooting third-party tools (e.g., fixing your Gmail filters or Slack workspace settings).
Operational "hand-holding" or live training sessions.
Implementation services or data migration cleanup.

5. Support Hours

We operate during standard business hours:

Monday — Friday

Excluding major public holidays.

We do not provide weekend support.

6. Response Time Expectations

While we do not offer guaranteed SLAs, we aim to respond to all inquiries within 24 business hours.

Platform-blocking issues (e.g., total system outage) are triaged internally with higher priority, but standard response windows apply to general inquiries.

7. Incident Handling

In the event of a significant service disruption or outage, we will communicate updates via email to affected account administrators. We focus on restoring service first before responding to individual status requests.

8. Documentation

We strongly encourage users to consult our product documentation and in-app guides before contacting support. Pixelwand is designed to be intuitive and self-serve.

9. Feature Requests & Feedback

We welcome product feedback. You can submit feature requests via email. Please note that while we review all suggestions, submission does not guarantee inclusion in our roadmap, and we cannot provide timelines for requested features.

10. Slack Integration Note

For users of our Slack Integration:

Pixelwand Responsibility: Ensuring the notification is successfully sent from our system to Slack's API.
Customer Responsibility: Managing your Slack workspace settings, channel permissions, and user access. We cannot debug your internal Slack configuration.

11. Changes to Support Policy

We reserve the right to update this Support Policy. Any significant changes to our support availability or channels will be communicated via email or an in-app notification.