Support

How Inflowave support actually works

Inflowave's support model is built around the reality that customers running their business through the platform can't wait days for a response. The default support channel is in-app live chat, staffed during business hours (9am–6pm UTC, Monday–Friday) by humans who have actually used the platform — not first-line ticket-deflectors. Median first-response time is under 15 minutes during business hours; complex issues that need engineering get triaged and assigned within an hour. Outside business hours, every message gets an auto-acknowledgement and is queued for next-business-day pickup. For agencies on the agency tier and enterprise customers, dedicated Slack channels with the customer-success team replace the in-app chat — typical response time in those channels is under 5 minutes during business hours. Knowledge base articles cover every workflow in step-by-step format with screenshots, and the search inside the support chat indexes both KB content and past resolved tickets so customers often find their answer before submitting. Engineering handles bug reports through the same channel as support, and confirmed bugs get a fix-or-workaround within 48 hours for severity-1 issues. Status pages, post-mortems, and incident timelines are published transparently when anything affects production for more than 30 minutes. The customer-success team also runs proactive quarterly check-ins for agency-tier and enterprise customers, reviewing usage patterns and flagging opportunities to use features the customer hasn't yet adopted. There's no upcharge for support — every paid plan gets the same response-time SLA.