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Support
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Mon–Sun 9:00–18:00 ET (US holidays excluded)

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Support & SLA

Hours: Mon–Sun 9:00–18:00 ET (US holidays excluded)
Channels: Email ([email protected]) and in-app chat (app.luprahub.com)
Note: Targets below apply during business hours.

Severity Levels (how we prioritize)

P1 – Critical: Service outage, payment failures, data loss, or general unavailability.

P2 – High: Key features degraded (messaging, calendars, funnels) without a simple workaround.

P3 – Standard: Questions, configuration help, training, minor issues with workarounds.

SLAs by Plan (first-response targets, business hours)

Plan

Starter

Growth

Agency

P1 (Critical)

24 h

4 h

2 h

P2 (High)

24 h

8 h

4 h

P3 (Standard)

24 h

24 h

8-24 h

Targets are objectives, not guaranteed resolution times. For P1, we aim to provide a workaround within 8–24 hours (depending on plan) and proceed to a full fix as feasible.

What’s included per plan

Starter - essential support

Email & in-app chat (business hours)

Knowledge base + quick-start guide

First-response target: 24 h (P1/P2/P3)

Growth - priority support

Priority queue (email & chat)

Configuration review at onboarding

First-response targets: P1 4 h, P2 8 h, P3 24 h

Agency - priority support +

High-priority queue + escalation path

Account review & onboarding call (best-practice setup)

First-response targets: P1 2 h, P2 4 h, P3 8–24 h

Scope & Exclusions

Included: product questions, incident triage, configuration guidance, best-practice recommendations.
Excluded (available as add-ons): complex migrations, custom automations, design/development, after-hours emergency support, third-party systems outside our control (e.g., your Stripe/Google/Meta accounts), and issues occurring outside business hours.

Data & Compliance: We follow deliverability best practices and respect opt-in/opt-out controls. Certain channels (email/SMS) may require verification/registration (e.g., A2P 10DLC) handled by the customer’s accounts.

How to open a ticket (what helps us help you)

Email: [email protected]

In-app chat: app.luprahub.com → Support
Include: page URL, steps to reproduce, screenshots/video, severity (P1/P2/P3), and impact (who/how many are affected).

Escalation

If a P1 ticket does not receive first response within your plan’s target, it is auto-escalated to our Priority queue until a workaround is provided.

Optional Add-Ons

  • White Label Lite (domain + branding setup)

  • Custom automations & templates

  • Migrations & data imports

  • After-hours emergency support (retainer)

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