Slack Support Guidelines

Corporate customers get access to a dedicated support channel in Slack.

To ensure the best support experience for everyone, please follow these guidelines when using Slack as a channel for support.

Your dedicated Slack channel is designed to provide support for issues related to our products and services, request changes and status updates for your app's submission or updates.

We recommend you invite anyone on your team collaborating on your app project to this channel.

The goal with offering support using Slack is to give you a convenient channel to communicate with our team, while involving multiple team members from your company.

You can expect a response within the same business day. While we always try to respond promptly, our typical response time is within a few hours during business hours.

Slack is not a live chat support channel.

Raising issues

To help us address your issues effectively, please include the following information when raising a support request:

  • Problem Description: A clear and detailed explanation of the issue you're experiencing. Remember, what may seem obvious to you might not be to others.
  • Steps to Reproduce: Provide a step-by-step description of how we can replicate the issue. Include where to click/tap, what to expect, and what actually happens.
  • Screenshots & Videos: Attach screenshots or videos if possible. Visual context can significantly aid in understanding and resolving your issue more quickly.
  • System Details: Specify the system you're using (iOS, Android, or both) and the version number.
  • Device Model: Inform us of the device model you're using (e.g., iPhone X, Galaxy S20, etc.) to help us pinpoint device-specific problems.

By including this information in your initial message, you help us minimize back-and-forth and expedite the resolution process.

Response times

Our support team will respond to your queries within a few hours. Response times may vary depending on the complexity of the issue and the volume of inquiries.

You can expect a response within the same business day. While we always try to respond promptly, our typical response time is within a few hours during business hours.

Escalation for urgent issues

If your issue is urgent or you haven’t received a response within the expected timeframe, please escalate it by sending a direct message to our support lead on Slack or by emailing support@mobiloud.com.

We maintain a professional and respectful environment. Please be courteous in your interactions with support staff and other members of the Slack channel.

Thank you for reading these guidelines. We’re here to help and look forward to assisting you effectively through your Slack support channel.

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