How to Reach Us
Support is provided by email only, at support@wisefins.com (or via our support chat, which routes to the same team). Our support hours are Monday to Friday, 9:00 AM to 6:00 PM Paris time (CET/CEST), excluding French public holidays.
What's Covered
Included support covers diagnosing and resolving issues affecting the normal operation of WiseFins. When reporting an issue, it helps us move faster if you include:
- A clear description of the issue
- Steps to reproduce it
- Screenshots, if applicable
- Your contact details
Response Times
We aim to acknowledge and begin working on reported issues within set timeframes based on severity (more urgent issues are prioritized faster). Acknowledging an issue means we've started working on it, not that it's necessarily resolved, resolution time depends on the nature of the issue. Your subscription agreement includes the specific target response times, if you'd like the exact figures, just ask us or refer to your signed agreement.
What's Not Included
The following aren't part of standard support, and would need to be discussed and quoted separately if needed:
- Phone support
- On-site support
- Remote access/screen-sharing support
- Extra training sessions, coaching, or consulting services
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