Support Policy

How to reach us

• WhatsApp — the fastest, and the one most businesses use. The number is in the footer of every page.
• Email — support@irsaal.pk.
• Phone — +92 345 6703860, during working hours.

Quote your Account ID and Support PIN. Both are in the profile menu at the top right of your panel. They let us find your workspace and confirm we are talking to somebody entitled to ask about it, without anyone reading a password out loud.

Hours

Monday to Saturday, 9am to 9pm Pakistan Standard Time. Something that stops a round — riders unable to sign in, deliveries not saving — is answered outside those hours as well.

Target response times

• The round has stopped — under 2 hours, any day.
• Something is wrong but there is a way round it — same working day.
• A question, or a change you would like — within two working days.

These are times to a real answer from a person, not to an automatic acknowledgement.

What is included

Support is included in every plan and in the 14-day trial. So is getting started: importing your customer list, setting up your first routes and rates, and training your riders on the app. We do not charge separately for any of it.

What is not support

Writing bespoke features for one business, integrating with another company's software, and recovering data you asked us to delete. We will always tell you which of these a request is, and quote before doing anything chargeable.