Celes7a support messaging is an asynchronous channel, not guaranteed live chat. Messages are reviewed Monday–Friday and normally answered by the next business day in India Standard Time.
This public response expectation is not a universal service-level agreement or an emergency-support commitment. An existing engagement may have a separate support, incident, or escalation process, and that agreed process remains the applicable route.
The response time describes when a message is normally reviewed and answered; it does not promise that every technical issue will be resolved within that period. Resolution can depend on investigation, access, third-party availability, safe testing, and approval for any required change.
Information that helps with a response
A clear, non-sensitive description reduces the time needed to understand the request. When reporting a problem, include the following information where it is available:
- The affected page, application, or workflow
- What you expected to happen
- What happened instead
- When the issue began and whether it is continuous or intermittent
- The action or event that triggers the behavior
- A non-sensitive error reference or correlation identifier
- Whether the issue followed a known change or release
- The email address to use for follow-up
Do not send passwords, API tokens, private keys, connection strings, payment information, confidential records, or sensitive production data. Redact personal and protected values from screenshots, logs, and examples.
What happens when investigation is needed
Some questions cannot be completed during the initial support conversation. In that situation, Celes7a confirms the follow-up email address, explains that investigation is required, and continues the durable conversation by email.
SalesIQ Free makes operator chat history available for a limited period, so email is used for longer-running follow-up. The support-messaging privacy notice explains the channel, consent, and retention behavior in more detail.
Existing-client incidents and changes
If you already have an agreed incident, escalation, monitoring, or change-request route, use that route rather than relying only on public messaging. Include the engagement or workflow reference without copying protected configuration or credentials.
Response targets, support hours, maintenance responsibilities, monitoring, and change handling depend on the applicable engagement or support arrangement. Public Help Centre wording does not replace those terms.
How requests are clarified
A first response may provide an answer, request missing non-sensitive details, direct the visitor to an existing resource, or confirm that investigation is required. If several symptoms are reported together, separating them by workflow, system, and time helps avoid treating unrelated behavior as one incident.
Contact and fallback options
You may use Message us after accepting the support-messaging preference, or use the contact form without enabling SalesIQ. If the messaging provider is unavailable or consent is declined, the contact form remains available.
For a new project question, describe the current workflow, systems involved, and desired result. For a support issue, concentrate on the affected workflow, expected and observed behavior, and timing.
If the situation changes after sending the message, reply through the same follow-up channel with the new time, behavior, or error reference. Do not resend sensitive material or open several separate conversations for the same request.
Read the support-messaging privacy notice