# Support & Resources

### Getting Help

You can reach our team through multiple channels depending on your needs. We aim to respond quickly and make sure you always know who to contact.

| Type of Support       | Best For                          | How to Reach Us         | Typical Response |
| --------------------- | --------------------------------- | ----------------------- | ---------------- |
| **Technical Support** | Integrations, delivery issues, QA | <support@nativemsg.com> | Same day         |

⚙️ *If you’re unsure who to contact, email <support@nativemsg.com> — we’ll route it to the right person.*

### Key Resources

| Resource                        | Description                                          | Link                           |
| ------------------------------- | ---------------------------------------------------- | ------------------------------ |
| **Brand Asset Submission Form** | Upload your logo, links, and message examples        | Check your email for the link. |
| **Help Center**                 | How-to articles, FAQs, and setup guides              | support.nativemsg.com          |
| **Compliance Overview**         | Everything you need for registration and brand setup | Read Guide →                   |
| **Training Videos**             | Short video walkthroughs                             | Watch Videos →                 |

💡 *We recommend starting with the Message Templates and Compliance Overview guides if you’re new to messaging campaigns.*

### Escalation & Priorities

We classify issues by priority to ensure the fastest possible resolution.

| Priority        | Example                                       | Response Time     |
| --------------- | --------------------------------------------- | ----------------- |
| 🔴 **Critical** | Outage, delivery failure, or blocked campaign | < 4 hours         |
| 🟠 **High**     | Setup blockers, compliance rejections         | < 1 business day  |
| 🟡 **Medium**   | Configuration or training questions           | 1–2 business days |
| 🟢 **Low**      | General guidance or feedback                  | 2–3 business days |

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### ✅ Pre-Submission Quick Review

Before submitting your campaign, confirm:

* [ ] Brand and campaign info match your website and documents
* [ ] Opt-in, STOP, and HELP flows tested
* [ ] All links live and load quickly
* [ ] No shortened or third-party links
* [ ] Sample messages reviewed and approved
* [ ] Campaign description matches use case

> ✅ *If all boxes are checked, your submission is ready for carrier approval.*

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### Community and Education 🚧

We love sharing what works. Join our community and learn from other nativeMsg users and our Customer Success team. (Currently under construction. Let your account manager know if you're interested in courses and certification to be considered for our beta group.)

### Coming Soon

* Monthly live training webinars
* Quarterly “What’s New at nativeMsg” sessions
* Invite-only customer roundtables
* Newsletter: *Best practices & product updates*

### Our Promise

Your success is our top priority. We’re committed to making onboarding clear, efficient, and transparent.\
If you ever feel lost or need extra help, reach out — we’ll respond and adjust together.