How can I get support from Finmo?

Modified on Thu, 1 Aug at 11:55 PM

Our Support Portal includes the Frequently Asked Questions (FAQs), access knowledge base articles, and potentially even submit support tickets. This allows you to self-serve and find solutions at your own convenience.

Email Support provides another avenue for reaching out to us with questions or issues that might be too complex for the support portal. You can contact us by sending an email to support@finmo.net for any queries or assistance related to our services.

Finmo SLAs

High Priority: Resolution within 24 Hours (During Business Hours)

Medium Priority: Resolution within 48 Hours (During Business Hours)

Low Priority: Resolution within 7 Business Days

Finmo's standard Business hours are Monday to Friday, 9:00 AM to 5:00 PM SGT. Inquiries received outside of business hours will be addressed during the next business day.

Complex Issues

Finmo acknowledges that some issues may be more complex and require additional investigation. In such cases, we will keep the customer informed of the progress and estimated resolution time frame.

Exceeding SLAs

If, due to unforeseen circumstances, Finmo is unable to meet the stated timelines, we will communicate the reason for the delay and a revised timeframe to the customer.

Commitment to Continuous Improvement

Finmo is committed to continuously monitoring and improving our response and resolution timelines. We value customer feedback and will use it to enhance our service offerings.

Do you offer phone support?

No, we do not offer phone support at the moment, but our support mailbox is monitored 24 hours x 7 days per week and we aim to respond to all your queries within the agreed timeframe. For technical integrations, we set up a slack channel or Telegram channel depending on preference for making the integration smooth enough for both the teams.

For any urgent support, you may reach out to your Account Manager or Sales Manager through phone or email.