Support
How can we help you?
Sinpoce's customer support is split by business line — each team knows its products and processes best. Pick the right entry point below, or browse our FAQs.
Find the right team.
Engineering
Software support
Bug reports, integration help, and engineering questions on Sinpoce software products.
Global Commerce
Trade support
Order status, supplier coordination, shipping, and quality concerns for trade clients.
Social Impact
Foundation support
Programme inquiries, donation receipts, and partnership questions for the foundation.
01How do I get support for a specific Sinpoce business?+
Each business runs its own dedicated support channel. Use the cards above to jump to the right team — or, if you're not sure, email our central support address and we'll route it for you.
02What is your typical response time?+
We aim to acknowledge every support request within one business day, and resolve standard requests within three business days. Active engagements are governed by the SLA in your individual contract.
03I have a security concern. What's the best way to report it?+
Please email security@sinpoce.com with a brief description and reproduction steps if applicable. We take responsible disclosure seriously and will acknowledge receipt within 48 hours.
04Can I request data deletion or correction?+
Yes. Submit a request to our support address with verification of your identity, and we'll process it in line with the rights described in our Privacy Policy.
05Do you offer phone support?+
Phone support is reserved for active client engagements. For general inquiries, email is the fastest and most reliable channel.
Hours
Mon – Fri · 09:00 – 18:00
All requests logged; urgent items paged on-call.
SLA
Ack < 24h · Resolution < 3 business days
Active contract SLAs supersede this default.