Support Center›Know before you build
Know before you build
Support Boundaries
What support covers, what it doesn't, and how to write a request that gets solved on the first reply.
Savvy Foundations is a hosting platform. We keep your account running and we teach you how to use it. You build inside it. Knowing where that line sits means you never wait on us for something you could have done in four minutes — and you know exactly when to stop troubleshooting and hand it over.
✅What support covers
- Account access, login, and user permission problems
- Anything broken at the platform level — a feature not working as designed
- Billing questions, invoices, and plan changes
- Pointing you to the right documentation and explaining how a feature is meant to work
- Diagnosing why something you built isn't behaving, once you've described what you expected and what happened
- Domain, email authentication, and messaging registration guidance
- Incident communication when something affects the platform broadly
🚫What support doesn't cover
- Building funnels, workflows, campaigns, or automations on your behalf
- Writing your copy, designing your graphics, or producing your content
- Importing and cleaning your contact data for you
- Marketing strategy, pricing advice, or business consulting
- Support for third-party tools you connect to your account
- Legal review of your consent language, contracts, or privacy policy
- Work inside your account that changes your configuration without your written request
🔍Before you open a ticket
Roughly two-thirds of tickets are answered by something already on this site. Sixty seconds of searching usually beats waiting for a reply.
- Search this support site for the feature name.
- Try it once more in a fresh browser tab, logged in as yourself.
- Check whether it's a known issue on the status page.
✍️How to write a request we can act on immediately
A vague ticket costs you a full round trip. Include all five of these and most issues get resolved on the first reply.
| Include | Example |
|---|---|
| What you were trying to do | "Send a confirmation text when someone books a discovery call." |
| What you expected | "The contact receives a text within a minute of booking." |
| What actually happened | "The workflow shows as completed but no text was sent." |
| Where to look | The workflow name, contact name or number, and the timestamp. |
| What you already tried | "Tested with my own number twice, and confirmed the contact isn't opted out." |
A screenshot or short screen recording is worth several paragraphs. Include one whenever the issue is visual.
⏱️Response expectations
- Requests are handled through the support desk during published hours, in the order received.
- Anything affecting account access or billing is prioritized.
- Platform-wide incidents are communicated on the status page rather than ticket by ticket.
- Support is delivered in writing so you have a record of the answer.
Support conversations stay professional in both directions. We'll be direct with you about what we can and can't do, and we ask for the same courtesy in return.