Service Policy
Effective Date: June 8, 2026 · Document: SVC-2026-V1 · Provider: Senarios
1. Service Description & Scope
Poocho AI is a Software-as-a-Service platform operated by Senarios, providing tooling for the Meta WhatsApp Cloud API. The Service includes a unified customer inbox, multi-agent automated bot workflows, message template management, audience segmentation and broadcast tools, real-time delivery telemetry, and AI-assisted transcription and reply generation.
The Service is delivered entirely as hosted software accessed through our web application and APIs. We do not provide consulting, campaign strategy, or content creation services unless separately agreed in writing.
2. Service Levels & Support Tiers
Feature access, seat limits, and support priority are determined by your active subscription plan:
- Starter & Free Trial: Standard queue support via email during business hours.
- Growth & Pro: Priority queue support with faster first-response targets.
- Enterprise: Dedicated support channel and custom onboarding assistance.
3. Support Channels & Response Times
- Support requests are accepted via hello@poochoai.com and the in-app helpline.
- Standard-tier requests receive a first response within one business day; priority-tier requests within four business hours.
- Critical outages affecting message delivery or platform availability are treated as urgent and prioritized ahead of general inquiries.
4. Maintenance, Updates & Downtime
We continuously ship platform improvements and security patches. Routine maintenance is performed with minimal disruption; where a maintenance window may affect availability, we will notify workspace administrators in advance via the in-app notification banner or registered admin email where practicable. Uptime commitments per plan tier are detailed in our Shipping & Delivery Policy.
5. Third-Party Service Dependencies
Core messaging functionality depends on the availability of Meta's WhatsApp Cloud API, and AI features depend on third-party inference providers (including RunPod and Groq). Outages, rate limits, or policy changes originating from these upstream providers are outside our direct control, and we are not liable for service interruptions caused solely by a third-party provider's outage or policy enforcement action.
6. Service Limitations & Your Responsibilities
- You are responsible for configuring bot flows, escalation rules, and message templates in accordance with your business requirements and Meta's policies.
- You are responsible for maintaining valid WhatsApp Business Account access and keeping billing details current.
- Service functionality that depends on customer opt-in (broadcasts, marketing templates) is governed by the recipient's consent status as tracked in your workspace.
7. Service Modifications & Discontinuation
We may add, modify, or retire individual features as the platform evolves. Where a change materially reduces functionality you rely on, we will provide reasonable advance notice through the workspace or registered admin email.
8. Contact Support
Poocho AI Customer Support · Senarios
Email: hello@poochoai.com
Local Address: 353, A Block, Johar Town, Lahore, Pakistan
Helpline Support: +92 321 5557809