This page defines what is included with every Floqal order, what belongs to a separate project brief, and how to engage. It applies across all our products: software (Mass DMs, ProspectPulse, Channel Clone, Account Manager), managed services (Mass DMs Service), OLD account fulfillment, and custom solutions.
1. Included with every order
- Software: in-app documentation, dashboard guides, and reply within one business day on @FloqalSupport for product behavior questions.
- Managed services: the campaign or report you ordered, plus a 7-day window for clarification or report adjustment from the delivery date.
- OLD accounts: 6-month replacement on any ban, freeze, or restriction when the order includes the warranty option ($10 per account). Full terms on the warranty page.
- Custom solutions: the deliverable defined in the signed brief, plus the post-delivery support window stated in that brief.
2. Not included
- Step-by-step setup walkthroughs outside the published documentation.
- Audience selection, niche advice, target list curation, message strategy.
- AI prompt or message-template tuning beyond the defaults shipped in the product.
- Custom integrations with third-party tools you use, including infrastructure on your side.
- Pre-order list reviews, demo runs, or scrape previews on accounts and material we have not yet been paid to work on.
- Hands-on campaign management beyond the service tier you purchased. Mass DMs Service is fully managed within its scope; software products are self-serve.
3. Project-level work
Anything in section 2 belongs to a separate engagement. We handle it through a written project brief: you describe the goal, we scope the work, you approve, we deliver. No phone calls, fully async. Pricing and lead time are defined per brief.
To request a brief, contact @FloqalSupport with one paragraph describing what you want to achieve. We respond with a scoped quote within one business day.
Scope work (requirements review, technical assessment, written proposal) costs you nothing. Once the brief is clear we quote the build itself as a fixed price.
4. Response window
- Standard questions: within one business day, business hours only.
- Urgent fulfillment issues (warranty replacement, paid-but-undelivered): same-day during business hours.
- Outside business hours and weekends: handled the next business day.
- Channel: written only. We do not run phone or voice support.
5. How to engage
- Standard support: @FloqalSupport on Telegram, the live chat on floqal.com, or hello@floqal.com.
- Project-level work: request a brief through any of the channels above.
- Order issues: reference your order ID; we resolve same-day where possible.