Support and Service Terms

These Support and Service Terms form part of your agreement with Cenna and apply unless you have a separate agreement for trial, evaluation, or customized support, in which case those terms will prevail. Support is provided based on your subscription plan, and service levels may vary accordingly.

01
SUPPORT
We provide customer support via email at support@cenna.io. Our team will respond to your queries as soon as possible.

We continuously explore ways to refine and improve our support resources, and we will provide notice to you as we update this aspect of our offering.

02
SUPPORT SCOPE
Our support includes assistance with general usage, technical issues, and account-related questions. Support does not include custom development or third-party integrations unless otherwise agreed.
03
AVAILABILITY
While we offer 24/7 support, response times may vary during high-demand periods or scheduled maintenance.

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Dashboard of Cenna Executive Assistant showing SLA Metrics including 2312 total cases, 98.8% SLA compliance, 95% quality adherence, and 10.2% SLA agent warnings, plus weekly summary with average resolution time of 32 minutes and 345 tickets assisted.