The system is down right now
It isn't replying to anyone, or it replies with a mistake affecting a price or a commitment. Write "outage" on WhatsApp with a description of what happened.
From 1 hour to 4 hours depending on the plan
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Technical support
Each situation has a channel, and each channel has a written response time based on your plan.
Channels
Choose by urgency
A question or a change
Tuning a reply, adding an item, or changing a price. WhatsApp on Professional, email on Essential.
From the same day to 2 business days depending on the plan
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 to Thursday, 9 AM to 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 person who has understood your situation writes to you and tells you the next step.
Before you message us
Three quick checks
- Test your number: Send a message from another phone. If you don't get a reply, the problem is the connection.
- Review your prices and products: A wrong reply is usually caused by a missing item or a price that wasn't updated. Send us the change and we'll apply it at no charge.
- Check escalation: If it escalates too often, the limits are set tighter than you need, and we'll widen them on request.
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
Every decision the system made is logged with its time in your log, so we can show you Why it replied the way it did.
Support limits
What support doesn't cover
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
A banned number or a rejected verification is a decision made by Meta. We guide you through the appeal process 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, and we'll reply within the time listed for your plan.