Support
What you can expect when something goes wrong - and what we do not promise, so you are never guessing.
Effective 23 October 2026 · Applies to sajamaone.com and the Sajama One app.
How to reach us
Email support@sajamaone.com. It is the only support channel, and it is read by the people who build and run the product. There is no phone line and no chatbot in front of it.
We answer 24 hours a day, every day of the year. There is no window where the inbox goes unread - a message sent at 03:00 on a Sunday is read on Sunday, and a message sent on a public holiday is read on the holiday.
Response targets
| What | First reply |
|---|---|
| Urgent - Nobody in your workspace can sign in, the dashboard is unavailable, or messages are not arriving on a channel you have connected. | within 4 hours |
| Everything else - how-to questions, configuration help, bugs that do not stop you working | within 1 day |
These are targets we hold ourselves to, not a contractual service level. There is no credit, no penalty and no escalation fee attached to them. If you need a contractual commitment before you can buy, say so in the Enterprise conversation and it will be written into the agreement - only if we can staff it for the term.
What is not covered
- A first reply is not a fix time. Support runs continuously, but a complex bug still takes as long as it takes. The targets above are about when a person answers you, not about when the problem is closed.
- No phone or live escalation bridge. Everything is written, so there is a record you can forward to your own team.
- Third-party outages. If Meta, WhatsApp, Telegram or your email provider is down, we can tell you what we see, but we cannot restore their service.
- Your own channel setup. Creating a Meta or Telegram app is your action. We will walk you through it; we cannot log in as you.
Before you write
Include your workspace name, the channel involved, and the time it happened with your own timezone so nobody has to convert it. A screenshot of the error saves a round trip. If it is urgent, put the word URGENT in the subject line - it is how the message gets sorted, at any hour.
Security and privacy
For how we handle your data, see Security, the data processing agreement and the subprocessor list.
Questions?
If anything on this page is unclear, write to support@sajamaone.com. We answer within two days.