Support Policy

Support period:

An active OMNI SMS subscription includes platform support for 6 months from the subscription start date. During that period, OMNI NOVAS Tech provides the support services described on this page. You may purchase extended support at checkout to increase coverage up to 12 months from your subscription start date.

Response time:

Our response may take up to 2 business days, or longer during high-volume periods. We close tickets with no reply from the customer for 72 hours. Our working days are Sunday to Thursday. For urgent delivery issues, text or WhatsApp operations at +1 202 794 4759.

Answering questions about how to use OMNI SMS:

During the support period, we answer general questions about OMNI SMS and how to use it. For example: how do I create a customer and assign a subscription package manually? Answers may point you to existing documentation when available.

Platform updates for compatibility and security:

If OMNI SMS integrates with third-party carriers, APIs, or platforms, we work to keep the platform compatible when those services change. Security-related updates are delivered as platform releases available to active subscribers.

Custom development:

Support does not include modifying or extending OMNI SMS beyond the features described in your plan. Custom work requires a separate engagement with your own developer or agency. We do not support third-party customizations.

Server installation:

You are responsible for deploying OMNI SMS on your own server environment. Support does not include hands-on server setup, although paid installation services may be available on request.

Hosting, server environment, or third-party software:

We do not support issues with your web host, server configuration, or unrelated software on your machine. Check your hosting provider or software vendor documentation for those issues.