Standard
Included with every license
- Response time
- Next business day
- Channels
-
- Email — support@sanadhq.app
- Hours
- Sun – Thu · 09:00 – 17:00 GST
- Also includes
-
- Knowledge base access
- Quarterly product update emails
Support
Honest hours. Honest response times.
We don't promise 24/7 because we can't deliver 24/7. What we promise we deliver. Below is our actual SLA. Standard support is included with every license; premium support adds 25% to the annual fee and unlocks faster response times and a WhatsApp line.
Premium
+25% on annual license fee
- Response time
- Four hours, weekday
- Channels
-
- Email — support@sanadhq.app
- WhatsApp Business — dedicated number
- Hours
- Sun – Thu · 09:00 – 17:00 GST
- Also includes
-
- Direct line to the founder
- Quarterly review call
- Priority on bug fixes
Escalation
One ticket. One owner.
We don't bounce tickets between tiers. Every support request lands with the founder. If it's a code issue, it gets fixed; if it's an operational question, it gets answered. No "this is a tier-two issue, please wait" routing.
For Sev-1 incidents — production outage affecting most users — premium customers can reach the founder by phone or WhatsApp at any reasonable hour. Standard tier gets best-effort response outside business hours.
Self-serve
Knowledge base & status.
Most common questions are answered in the knowledge base. For incidents and historical uptime, the status page is hosted on a separate provider so it stays up even when we don't.