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Support — Kaanha AI

Self-serve resources, contact channels routed by category, and response targets matched to your plan. Effective April 26, 2026.

Self-serve resources first

Try these before contacting us — most questions are answered here.

Documentation

Setup guides, integrations, API reference

In-app help

Type "?" anywhere or click the help icon (when available)

Status page

Live uptime + incident communications

System health

Real-time DB connectivity probe

Privacy & Terms

Policies, DPA, sub-processors, refunds

Cookie Policy

Cookie categories + consent

Data Processing Addendum

GDPR / UK GDPR data processing terms

Refund Policy

Refund eligibility + process

Sub-processors

Third-party data processors

Contact channels by category

Route your message to the correct mailbox for the fastest response.

TypeEmailResponse Time
General supportsupport@kaanha.aiper SLA tier
Billing & refundsbilling@kaanha.ai or support@kaanha.ai1 business day
Technical incidentssupport@kaanha.ai (tag as URGENT)per SLA
Security disclosuresecurity@kaanha.ai48 hours
Privacy / GDPR / CCPAprivacy@kaanha.ai30 days
Legallegal@kaanha.ai14 days
Sales / Enterprisesales@kaanha.ai1 business day
DMCA / Copyrightdmca@kaanha.ai5 business days
Abuse / AUP reportabuse@kaanha.ai3 business days
Sub-processor notificationssubprocessors@kaanha.ai(subscription)

Support response targets per plan

Targets below match the SLA section of our Terms of Service.

PlanResponse Target
FreeCommunity documentation only
Starter24 hours via email
Pro12 hours via email; 4 hours for critical
Premium12 hours via email; 4 hours for critical
Enterprise4 hours via email; 1 hour for critical (with optional dedicated CSM)

What “critical” means

  • Platform-wide outage affecting your organization
  • Data loss or corruption
  • Security incident or suspected breach
  • WhatsApp WABA suspension or quality rating drop
  • Billing-blocking errors

What to include when filing a ticket

The more context you give upfront, the faster we resolve.

  • Organization slug or ID (find in /admin or URL)
  • User email
  • Plan tier
  • Steps to reproduce
  • Expected vs actual behavior
  • Browser / device + version
  • Screenshots or screen recording if relevant
  • Timestamp of issue (UTC)

Common solutions

Reset password/forgot-passwordEnable MFA/securityConnect WhatsApp Business/channelsConfigure SMS/channelsSet up AI chatbot/chatbotManage billing/billingExport data/profileDelete account/profile

Export & delete-account flows live under Profile → Privacy & Data.

Community & docs

Languages supported

  • English (primary)
  • Hindi (Indic markets)
  • Other languages: best-effort via translation tools; native support coming.

Hours of operation

  • Email support: 24/7 ticket queue with SLA-based response.
  • Live chat (Pro+ planned): Coming soon.
  • Phone (Enterprise only): on signed MSA.

Reporting a security issue?

Please email security@kaanha.ai directly. Do not file vulnerabilities through the general support channel. We respond to security reports within 48 hours.

Operated by White Lions Group Pty Ltd (Australia) trading as Kaanha AI.