The system is down right now
It answers no one, or answers with an error touching a price or a commitment. Write “outage” on WhatsApp and an immediate alert reaches us.
Within two hours · every day of the week
- Home
- Technical support
Technical support
A channel for each case, and a published response time for each channel. And we will not promise you what we cannot deliver around the clock.
Channels
Choose by urgency
A question or a change
Tuning a reply, adding an item, or a question about the dashboard. WhatsApp on Professional, email on Essential.
Same working day
An integration or new work
Connecting a new system, or a capability that does not exist yet. We scope it and give you a price and a duration before we start.
An estimate within three working days
Direct contact
- +966 53 855 8896
- support@naateq.com
- Sunday – Thursday, 9 AM – 6 PM
Response times
What we commit to in writing
| Case | Essential | Professional | Enterprise |
|---|---|---|---|
| Our first reply | |||
| Complete outage | 4 hours | Two hours | One hour |
| An error touching a price or a commitment | One working day | 4 hours | Two hours |
| A question or a change | Two working days | One working day | Same day |
| Channel | |||
| Primary channel | Direct WhatsApp | Account manager | |
| Outside working hours | — | for a complete outage | ✓ |
“First reply” means a reply from a person who understands your case and tells you the next step — not an automated ticket receipt.
Before you message us
Three checks that resolve most of what reaches us
- Open the dashboard: The overview screen shows the last message received and its time. If the counter has stopped, the problem is in the connection, not in the reply.
- Review the knowledge base: Most “the reply was wrong” cases come from a missing item or a price that was never updated — and you fix it yourself in a minute.
- Check escalation: If it escalates often, the limits are set tighter than you need.
What speeds up your case
Send along with it:
- roughly when it happened
- the text of the message the customer received
- what you expected instead
And every decision the system made is recorded with its time in your own log — so we can show you Why why it replied as it did, rather than guess.
Support limits
What it does not cover — before you ask
Systems that are not ours
A fault in your store, your accounting system or your server. We help you diagnose it; the fix is with its provider.
WhatsApp decisions
Banning a number or refusing verification is Meta’s decision, not ours. We guide you through the appeal route and prepare what you need.
Replying on your behalf
When the system escalates a case, replying to it is yours. Support fixes the system; it does not run your customer conversations.
Have a live case right now?
Write “outage” on WhatsApp — an immediate alert reaches us and it does not wait its turn.