LEGAL
Support Policy
Version 1.0 · Last updated 5 November 2026
This policy explains how Kasplo Internet Private Limited (“Kasplo”, “we”, “us”) provides technical support for subscribed services. Read it with the Terms of Service and your accepted Order Form.
1 Scope and application
Standard technical support covers your subscribed Marketing Cloud, Email API/SMTP and add-on services, including enabled SMS and WhatsApp functionality, within the scope below. Dedicated support, managed services or enhanced service levels are included only where agreed in your Order Form. Free or trial accounts receive documentation and reasonable assistance as resources permit unless otherwise agreed.
This policy describes support operations. It does not create a standard contractual uptime percentage or service-credit scheme. Any separately agreed enterprise SLA controls the specific service levels it covers. Publication of this policy does not replace an existing negotiated agreement.
2 Support coverage
Standard technical support
Monday–Friday, 10am–6pm IST (UTC+5:30), excluding public holidays observed by Kasplo in Bengaluru and notified to Customers in advance.
P1 critical production incidents
24/7, including weekends and holidays.
A Support Hour is an hour within standard support hours. A Support Day is eight Support Hours. Non-critical response clocks run only during those hours and resume at the next support opening. The P1 response clock runs continuously.
3 Priority and first-response targets
We aim to provide a first human response within the following periods:
P1 — Critical
A subscribed production service or core function is unavailable, causing severe operational impact with no reasonable workaround; or a suspected active security compromise requires urgent containment.
2 elapsed hours, 24/7
P2 — High
Significant degradation of a production function, while some service or a reasonable workaround remains available.
4 Support Hours
P3 — Normal
An isolated defect or operational issue with limited impact; the core service remains usable.
1 Support Day
P4 — General
How-to questions, routine configuration guidance, documentation questions or feature requests.
2 Support Days
These are operational targets pursued using commercially reasonable efforts, not guaranteed response or repair deadlines unless an enterprise Order Form or incorporated SLA expressly makes them so. Missing a target does not by itself create a service-credit or refund entitlement. Other rights under the Terms and applicable law remain unaffected.
A first response is a human acknowledgement that begins triage or provides a useful next step. Automated receipts are not first responses. The clock starts when a report reaches an official support channel with enough information to identify the account and assess the impact. We will promptly request missing information.
Priority is determined by actual production impact and may change as the incident develops. We will explain a material reclassification. A first response does not mean that the issue has been resolved.
4 Contacting support
Email support@kasplo.com. For a critical incident, include “CRITICAL” in the subject and describe the affected production function and business impact. A missing label does not prevent P1 handling where the reported impact clearly qualifies.
Include the organisation or account identifier, affected service, incident times with timezone, relevant errors or request/message identifiers, and steps to reproduce where available. Keep an authorised technical contact reachable during a critical incident.
Another support route applies only where Kasplo designates it for your account in writing. Messages to individual employees or informal social channels may not create a support ticket or start the response clock.
Do not email passwords, complete API keys, SMTP credentials or unnecessary recipient data. Support may verify authority and arrange a secure method for sensitive evidence.
5 What support includes
Standard support provides reasonable assistance with:
Access to subscribed services, documented functionality and Kasplo platform errors.
Kasplo API/SMTP requirements, authentication and sending-domain configuration.
Investigating sending, event-reporting, suppression and deliverability issues using available service records.
Using subscribed campaign, journey, segmentation and reporting functions.
Investigating enabled integrations and coordinating relevant provider issues where reasonably possible.
Custom software development, operating Customer integrations, managed campaigns, extensive migration, bespoke reporting, dedicated consulting and training programmes require separate agreement where not included in the order. Additional charges require acceptance before work begins. A feature request does not create a delivery commitment.
Help articles are available in the Kasplo product documentation.
6 Incident handling and escalation
Kasplo will triage reported issues and involve the appropriate support, operational or engineering personnel. For P1 incidents, we will continue reasonable restoration or containment efforts outside standard support hours while the critical impact persists. We will communicate material developments and identify the next expected update where practicable.
A workaround may restore service before a permanent correction or root-cause investigation is complete. Resolution timing depends on the cause, complexity, dependencies and Customer cooperation. We will identify any information or action needed from you and any resulting delay.
To escalate, reply to the existing support thread with “ESCALATION”, the ticket reference and the continuing impact. Kasplo will route the matter to the responsible support lead or technical owner. There is no need to open duplicate tickets.
For a material Kasplo-controlled incident, you may request a summary of available findings and corrective actions. We will provide one where reasonably practicable without disclosing other Customers’ information or sensitive security details.
7 Service boundaries and enterprise commitments
Availability, recipient acceptance and inbox placement are different matters. Support will help investigate issues, but does not guarantee message delivery by a particular time, inbox placement, recipient actions or campaign results. Verification and intelligence outputs remain assessments at the time of processing.
Maintenance, protective restrictions, external dependencies and exceptional events are governed by the Terms. Third-party involvement does not automatically excuse Kasplo’s own failure to perform its obligations.
Any enterprise uptime commitment, enhanced response guarantee or service-credit arrangement must be expressly recorded in an accepted Order Form or an SLA incorporated into it. There is no default public credit table or standard outage-credit claim process. An applicable enterprise SLA supplies its own scope, measurement, exclusions, fee base, caps and claim rules.
Security, personal-data incident notifications and assistance follow the Data Processing Addendum and applicable law. Support targets do not delay those obligations.
8 Billing, contractual notices and updates
For invoices, payments, cancellation or refunds, email accounts@kasplo.com and see the Refund & Cancellation Policy. Technical-support targets do not replace the billing-dispute procedures in the Terms.
Formal contractual notices go to legal@kasplo.com. Urgent operational reports should also be sent to support for triage.
Changes follow the notice and contract-change provisions of the Terms. Updates do not retrospectively remove accrued rights or reduce an existing agreed service level contrary to those provisions.