How fast do you respond to support tickets?+
We respond to all support tickets within 2 hours on business days (Mon–Fri 8AM–8PM EST). For urgent production issues, we have an emergency escalation path with 30-minute response targets. Live chat is typically under 5 minutes.
Do you offer phone support?+
We don't offer walk-in phone support, but we do offer scheduled video/phone calls for Enterprise customers and sales inquiries. You can book a 30-minute call with our team directly from your dashboard or via the form above.
I'm getting high bounce rates — what should I do?+
First, pause your campaigns immediately if bounce rates exceed 3%. Then contact our technical support team — mark it as High priority in the form above. We'll audit your list quality, authentication records, and sending patterns and give you a specific recovery plan.
Can I request a custom SMTP plan?+
Yes. If our standard plans don't fit your volume requirements, contact our sales team via the form above or email sales@turumail.com. We offer custom configurations for high-volume senders (1M+ emails/month) with dedicated IP pools and custom SLAs.
How do I report abuse or spam coming from TuruMail IPs?+
Email abuse@turumail.com with full email headers and we'll investigate immediately. We have a zero-tolerance policy for spam and will permanently suspend any account found sending unsolicited email.
Do you have an affiliate or reseller program?+
Yes! We offer a 30% recurring commission affiliate program and a white-label reseller option for agencies. Contact sales@turumail.com with your company details and estimated volume to get started.