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, Group Chatter, Channel Clone, Account Manager), managed services (Mass DMs Service, Group Chatter Service, Telegram Scraper 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.