1. Scope of support
Support covers licence activation, download access, installation guidance, reproducible defects and reasonable use of documented MS Reach features during an active paid licence term. It does not include legal advice, campaign approval, recipient-list validation, platform-ban appeals or management of third-party accounts.
2. Channels and hours
Primary channel: support@msreach.in. Telephone: +91 94224 19969. Service hours are Monday-Saturday, 09:30-18:30 IST, excluding public holidays, with an initial response target of two business days.
3. Information to include
- Order number, registered email and licence identifier.
- Windows and MS Reach version, device architecture and relevant runtime details.
- Clear steps to reproduce, error text and screenshots where useful.
- Actions already tried.
- Do not send passwords, OTPs, private API keys, full card details or unnecessary recipient/message data.
4. Troubleshooting and remote access
Support may request limited diagnostics or logs. Any remote-access session requires the customer’s express approval, should be supervised by the customer and must not expose unrelated personal or confidential data. Remote access is not assumed or guaranteed.
5. Updates and compatibility
Maintenance and minor updates are intended to be included during the paid term. Major upgrades, new editions and third-party charges may require separate purchase. Customers must apply security and compatibility updates. Continued compatibility with independent platforms is not guaranteed.
6. Exclusions
- Unsupported operating systems or hardware below published requirements.
- Customer modifications, reverse engineering, licence sharing, security bypass or prohibited use.
- Failures caused by third-party platforms, internet service, API providers, account restrictions or customer configuration outside reasonable product support.
- Custom development, data recovery, compliance consulting or campaign creation unless separately agreed in writing.
7. Escalation and complaints
Unresolved support matters may be escalated to grievance@msreach.in. Complaints are normally acknowledged within 48 hours and substantively answered within 30 days, subject to applicable law.