Support
Support hours and reply times
The Kora Reply team answers support questions Monday to Friday, 09:00 to 21:00 Western Indonesia Time (UTC+7), and aims to send a first reply within 1 business day. Our help center is open any time.
Hours
When a person answers
| What | Our commitment |
|---|---|
| Support days | Monday to Friday, except Indonesian public holidays |
| Support hours | 09:00 to 21:00 Western Indonesia Time (UTC+7), which is 02:00 to 14:00 UTC |
| First reply | Within 1 business day, by email or WhatsApp |
| Upgrade requests | Confirmed within 1 business day, invoice by email |
| Messages outside these hours | Answered on the next business day |
This is a target, not a contract: Kora Reply does not sell a support SLA yet. Every plan, including Free, gets the same support.
Scope
What we help with
- Getting started: workspace, teammates, roles and response targets.
- Connecting channels: support email forwarding, the live chat widget and WhatsApp (beta, bring your own Cloud API number).
- The AI agent and your help center articles.
- Plan changes, invoices and AI conversation packs.
- Anything that looks broken. Tell us what you did, what you expected and what happened, with a screenshot if you can.
Found a security issue? Please read our security page and email hello@korareply.com with "Security" in the subject.
Need a hand right now?
Email or WhatsApp us, and a person from the Kora Reply team replies within 1 business day.