Get in Touch

What to expect when you message us

Our support team is staffed Monday through Friday, 9 a.m. to 6 p.m. Eastern, with extended weekend coverage for paid plans. Median first response on weekdays runs about ninety minutes, and we publicly target a four-hour ceiling during business hours. After-hours messages get triaged when the team logs back on; if your account is on a Pro or Business plan, urgent issues route through the on-call engineer instead of the queue.

When you submit the form, you'll get an instant confirmation email with a ticket reference number. The first human response will come from a support engineer who can actually open your account and reproduce what you're seeing — not a tier-one agent reading a script. If we can't resolve it in the first reply, we'll tell you what we're investigating and when to expect the next update.

Escalation is straightforward. Reply to any ticket with the word "escalate" and it routes to the engineering lead on duty within fifteen minutes. Sales and partnership inquiries go directly to a named account exec; we don't pass cold leads through an SDR queue. For security or abuse reports, mail security@igsendmail.com and we'll acknowledge within an hour, twenty-four-seven.

Common questions

A lot of inbound mail asks the same handful of questions. If yours is below, the linked answer will probably get you unstuck faster than waiting on a reply.

• How does pricing work past 2,500 contacts?

  Plans are priced by monthly sends, with unlimited contacts on every paid plan. Annual billing knocks 20% off and the Pro tier covers most growing programs.

• Will my deliverability survive the migration?

  Yes, when done right. We warm shared IPs gradually for new accounts.

• Can you help me migrate from Mailchimp/Klaviyo/Brevo?

  Yes. Our step-by-step guides cover contacts, unsubscribes, templates and automations, and if you get stuck, email us and we'll point you to the answer.

• Are you GDPR compliant?

  Signup forms record consent, every marketing email carries a one-click unsubscribe, and you can export or delete a contact's data on request. A DPA and sub-processor list are available on request. IGSendMail is not SOC 2 audited and is not a HIPAA-covered service.

• Where do I find the API docs?

  REST API and webhook reference at igsendmail.com/docs, covering authentication, subscribers, campaigns, and webhooks.