> ## Documentation Index
> Fetch the complete documentation index at: https://docs.soneka.africa/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Soneka Support: Email, WhatsApp, and Sales

> Reach Soneka support by email, WhatsApp, or a sales call. Median email reply is four hours, seven days a week. Enterprise customers get 24/7 coverage.

Soneka's support team is based in Nairobi and covers requests seven days a week. Whether you have a quick question about a feature, need help with a billing charge, or want to talk through a custom Enterprise setup, there's a channel that fits your urgency and your preference.

## Support Channels at a Glance

<CardGroup cols={2}>
  <Card title="Email Support" icon="envelope" href="mailto:connect@soneka.africa">
    [**connect@soneka.africa**](mailto:connect@soneka.africa) Median reply: 4 hours · 7 days a week
  </Card>

  <Card title="WhatsApp Support" icon="whatsapp" href="https://wa.me/254722685776">
    **+254 722 685 776** Median reply: \~30 minutes during business hours
  </Card>

  <Card title="Sales & Enterprise" icon="phone" href="mailto:connect@soneka.africa">
    [**connect@soneka.africa**](mailto:connect@soneka.africa) Book a 30-min founder-led call · Same-day reply for Enterprise
  </Card>

  <Card title="Billing Support" icon="credit-card" href="mailto:billing@soneka.africa">
    [**billing@soneka.africa**](mailto:billing@soneka.africa) Median reply: 2 hours · Mon–Sat
  </Card>
</CardGroup>

***

## General Support

For questions about features, onboarding, troubleshooting, migrations, or anything else related to your Soneka workspace, reach us at [**connect@soneka.africa**](mailto: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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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."
  </Step>

  <Step title="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.
  </Step>

  <Step title="Screenshots or Screen Recordings">
    Attach screenshots of any error messages or unexpected behaviour. A 30-second screen recording is often worth a thousand words.
  </Step>

  <Step title="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).
  </Step>
</Steps>

***

## 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

<Tip>
  When messaging us on WhatsApp, start your message with your workspace name so our team can pull up your account immediately without a back-and-forth.
</Tip>

***

## 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**](mailto: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**](mailto: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

<CardGroup cols={2}>
  <Card title="Security & Vulnerability Reporting" icon="shield-halved">
    [**security@soneka.africa**](mailto:security@soneka.africa) Report suspected vulnerabilities, phishing, or account compromise. We acknowledge within 24 hours and treat security reports as high priority.
  </Card>

  <Card title="Abuse Reporting" icon="flag">
    [**abuse@soneka.africa**](mailto:abuse@soneka.africa) Report misuse of the Soneka platform, including spam, scam messages, or policy violations originating from a Soneka workspace.
  </Card>

  <Card title="Legal & Compliance" icon="scale-balanced">
    [**legal@soneka.africa**](mailto:legal@soneka.africa) Data Processing Agreements, law enforcement requests, contract queries, and compliance documentation (SOC 2, ISO 27001, BAAs).
  </Card>

  <Card title="Privacy Requests" icon="lock">
    [**privacy@soneka.africa**](mailto:privacy@soneka.africa) GDPR data subject requests (access, erasure, portability). EU residents may also contact our EU representative at [**eu-rep@soneka.africa**](mailto:eu-rep@soneka.africa).
  </Card>
</CardGroup>

***

## Service Levels by Plan

| Plan               | Support Channel        | Coverage | SLA                       |
| ------------------ | ---------------------- | -------- | ------------------------- |
| Starter            | Email, WhatsApp        | 7 days   | Best effort (median 4h)   |
| Growth             | Email, WhatsApp        | 7 days   | Best effort (median 4h)   |
| Pro                | Email, WhatsApp        | 7 days   | Best effort (median 4h)   |
| Scale / Enterprise | Email, WhatsApp, Slack | **24/7** | **1-hour SLA** (critical) |

<Note>
  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.
</Note>

***

## Our Office

We're headquartered in Nairobi, Kenya. While we don't offer walk-in support, you're always welcome to send physical correspondence to:

**Soneka Africa Ltd.** 124 Manyani East Road Nairobi, Kenya

***

## Before You Contact Us

Many questions can be answered instantly using our Help Center. Try searching for your topic in the search bar at the top of this page — we cover setup, billing, templates, integrations, security, and more. If you're troubleshooting a technical issue, the [FAQ](/help/faq) and the platform's in-app status page (accessible from **Admin → Help → System Status**) are good first stops.