Security & Support Policy

1. Introduction

This policy explains how Sendocki manages security, support, tickets, feedback and the product roadmap. It is designed to clarify what users can expect when using Sendocki, and how we handle protection, assistance and priorities.

Sendocki is operated by: Sendocki Technologies SARL AU, a limited liability company registered in Morocco. Address: Boulevard 30 Juillet, Résidence Champs du Printemps, GH1 IMM F, 5th floor, Office No. 15, Sidi Moumen, Casablanca, Morocco. Email: [email protected]

2. Security

We apply reasonable technical and organizational measures to protect Sendocki and the information processed inside the platform. These measures may include, depending on needs and technical capabilities: account protection, access and permission management, monitoring of certain unusual activities, protection of platform connections, limitation of internal access to information, and continuous improvement of security practices.

No digital service can guarantee absolute security at 100%. Users must also protect their accounts, choose strong passwords, avoid sharing access, and remove permissions from members who no longer need access to the platform.

3. User Responsibility

You are responsible for: keeping your account confidential, not sharing your login credentials, inviting only authorized people, granting the right permissions to each member, removing access when a member leaves your team, and reporting any suspected unauthorized access.

Sendocki is not responsible for issues caused by shared accounts, incorrect permission settings, or failure to remove access from a former team member.

4. Support

Sendocki provides support through the channels indicated on the website or inside the platform, such as email, WhatsApp or support forms. The level of support may vary depending on the plan, request type, importance and working hours.

Response times displayed on the website or pricing page are indicative targets, not absolute guarantees, unless otherwise agreed in writing.

5. What Support Covers

Support may cover: help using the platform, account or login issues, billing or plan questions, technical issues inside Sendocki, follow-up on certain usage or integration errors, and receiving feedback and suggestions.

Support generally does not cover: managing your advertising, disputes with your end customers, guaranteed carrier performance, guaranteed Meta or WhatsApp template approval, management of external tools not controlled by Sendocki, or custom consulting services outside the platform scope.

6. Tickets and Prioritization

When you submit a ticket or report an issue, we try to understand the context and impact on your activity. Priorities may be defined based on: the impact of the issue, the number of affected users, the effect on orders, delivery or the account, the existence of a temporary workaround, and the risk to security or service stability.

Critical issues are handled with higher priority, but Sendocki does not guarantee immediate resolution of every ticket.

7. Feedback and Roadmap

Users may send ideas, feedback or improvement requests. We read this feedback and use it to better understand merchant needs and improve the product.

The Sendocki roadmap is intended to share the general direction of the product, but it is not a contractual commitment. Priorities, features or dates may change based on tests, technical constraints, user feedback or product decisions. Submitting feedback or a suggestion does not grant ownership, compensation or a development obligation. Sendocki may use it to improve the platform.

8. External Services

Some Sendocki features depend on external services such as Meta, WhatsApp, e-commerce platforms, carriers or technical providers. If an issue comes from an external service, it may affect certain Sendocki features. We may help understand the issue when possible, but we do not control the decisions, rules or performance of these external services.

9. Changes to This Policy

We may update this policy from time to time for technical, operational or service-related reasons. The last updated date will be indicated at the top of the page. Continued use of Sendocki after an update is published means acceptance of the updated version.

10. Contact Us

For any question related to security or support, you may contact us at: General email: [email protected]. Address: Boulevard 30 Juillet, Résidence Champs du Printemps, GH1 IMM F, 5th floor, Office No. 15, Sidi Moumen, Casablanca, Morocco. Company: Sendocki Technologies SARL AU, limited liability company registered in Morocco.