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The support chain

Support runs in one direction, and it matters that it does:

Your customer contacts you

They bought from you. Your support email and WhatsApp number are what they see — set them under Branding.

You handle what you can

Passwords, logins, devices, billing, “how do I use this” — all of it is in your panel already. See Managing users.

You escalate to us what you cannot

Tools that are genuinely broken, platform faults, billing errors on our side.
We do not support your customers directly. Sending them to us would break your white-labelling and leave you out of a conversation about your own customer. Never give a customer our contact details — even if they have seen one of our proxy domains while opening a tool.

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What you can fix yourself

Most tickets never need to reach us:

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Reporting a broken tool

When a tool genuinely is not working, tell us with:
  • Which tool
  • What happens — the error, or what it does instead of working
  • When it started
  • How many of your customers are affected
  • A screenshot if you have one
Report it once, clearly, rather than repeatedly. A tool that breaks usually breaks for every panel at once, and we are almost certainly already on it — but a clear first report is what tells us.

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Why tools break

Many tools are third-party services we do not control. They change their systems, block access patterns, or go down on their own. When that happens we fix it centrally, and every reseller panel recovers together.
This is the part of the job you are paying us to do. You do not maintain tool accounts, chase logins, or handle breakages — we do.

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Extended downtime

Brief interruptions are a normal part of any tools platform and are not compensated. For sustained outages:

The 72-hour threshold

If a stable tool is completely unavailable for more than 72 consecutive hours and is not resolved, the affected seats become eligible for consideration — normally as a wallet credit proportionate to the affected period.Raise it with us with the tool name and the dates. This mirrors the standard we hold ourselves to on the main platform.
Tools marked beta, experimental or unstable are excluded. So are outages caused by the third-party provider withdrawing a service entirely, and anything caused by misuse.

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What to tell your customers

This is where your own published Refund Policy does the work. Set out in it what you offer during extended downtime, and keep it in line with what you can actually recover from us.
Do not promise your customers uptime guarantees or instant compensation that you have not been given yourself. Promise what you can honour — usually an extension on their access rather than cash back, which costs you a seat rather than a refund.

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Reaching us

Use your usual contact channel with us. Include your reseller name and, for billing questions, the relevant ledger entry.
Urgent means “tools are down and my customers are affected”. Everything else — feature requests, pricing questions, how-do-I — is answered in turn.