Support Channels at a Glance
Email Support
connect@soneka.africa Median reply: 4 hours · 7 days a week
WhatsApp Support
+254 722 685 776 Median reply: ~30 minutes during business hours
Sales & Enterprise
connect@soneka.africa Book a 30-min founder-led call · Same-day reply for Enterprise
Billing Support
billing@soneka.africa Median reply: 2 hours · Mon–Sat
General Support
For questions about features, onboarding, troubleshooting, migrations, or anything else related to your Soneka workspace, reach us at connect@soneka.africa. Our median email reply time is 4 hours, including Saturdays, Sundays, and public holidays. We don’t operate a ticketing bot — your message is read and responded to by a human team member every time.What to Include in Your Support Request
Providing the right context upfront helps us resolve your issue faster — often on the first reply.1
Your Workspace Name
Include the name of your Soneka workspace (visible in the top-left of your dashboard). If you manage multiple workspaces, specify which one is affected.
2
A Clear Description of the Issue
Describe what you were trying to do, what happened instead, and any error messages you saw. “It doesn’t work” is harder to triage than “When I launch a broadcast to a segment of 500 contacts, the progress bar sticks at 12% and no messages are delivered.”
3
Steps to Reproduce
If the issue is repeatable, list the exact steps that trigger it. This lets our team reproduce the issue in a test environment.
4
Screenshots or Screen Recordings
Attach screenshots of any error messages or unexpected behaviour. A 30-second screen recording is often worth a thousand words.
5
Urgency Level
Let us know if this is blocking your business operations. We prioritise P1 issues (production down, messages not sending) over P3 questions (how-to queries).
WhatsApp Support
For faster responses, send us a WhatsApp message at +254 722 685 776. Our median response time on WhatsApp is around 30 minutes during business hours (Monday–Saturday, 08:00–20:00 EAT). WhatsApp support is ideal for:- Quick how-to questions
- Checking the status of an open ticket
- Escalating an urgent issue
Sales and Enterprise Enquiries
If you’re evaluating Soneka for a larger team, want a live product demo, or need a custom Enterprise quote, email connect@soneka.africa with the subject line “Enterprise Enquiry” or use the Book a Demo button on our website. Enterprise sales enquiries receive a same-day reply. Demo calls are 30 minutes, founder-led, and tailored to your specific use case — not a pre-recorded walk-through. What to expect on a sales call:- A live tour of the features most relevant to your business
- An honest answer to every technical and commercial question
- A custom pricing proposal if your requirements go beyond published plans
- Introduction to your dedicated account manager if you move forward
Billing and Payment
For billing-related questions — charges, invoices, refund requests, payment method updates, or plan changes — contact billing@soneka.africa. Our billing team’s median reply time is 2 hours, Monday to Saturday. For faster resolution:- Include your workspace name and the invoice number (if relevant) in your email subject line.
- For refund requests, mention that you’re invoking the 14-day money-back guarantee if applicable.
- For failed payment issues, check Admin → Settings → Billing first — you can often resolve a failed payment immediately by updating your payment method directly.
Specialised Contacts
Security & Vulnerability Reporting
security@soneka.africa Report suspected vulnerabilities, phishing, or account compromise. We acknowledge within 24 hours and treat security reports as high priority.
Abuse Reporting
abuse@soneka.africa Report misuse of the Soneka platform, including spam, scam messages, or policy violations originating from a Soneka workspace.
Legal & Compliance
legal@soneka.africa Data Processing Agreements, law enforcement requests, contract queries, and compliance documentation (SOC 2, ISO 27001, BAAs).
Privacy Requests
privacy@soneka.africa GDPR data subject requests (access, erasure, portability). EU residents may also contact our EU representative at eu-rep@soneka.africa.
Service Levels by Plan
Enterprise customers are assigned a dedicated account manager who is your single point of contact for both support and commercial queries. Your account manager’s direct email and calendar link are provided during onboarding.