> For the complete documentation index, see [llms.txt](https://docs.reachplatform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.reachplatform.com/faqs/general/general-faq.md).

# General FAQ

Common questions on customer channels, agent tooling, add-ons, access, and onboarding.

### Quick answers

<details>

<summary>What do customers use?</summary>

Customers typically use:

* branded website
* the **That’s My Mobile** app (standard option)
* **My Account / MyAccount** for self-service

</details>

<details>

<summary>What do agents use?</summary>

Agents use **Reach Central** (the agent portal).

Access is role-based. Roles usually map to sales, support, and stakeholders.

</details>

<details>

<summary>Can we get a fully custom mobile app?</summary>

Yes. A fully custom app is available as a paid add-on.

The standard offering uses the **That’s My Mobile** app.

</details>

<details>

<summary>Is SSO included?</summary>

Not by default.

SSO is available as a paid add-on for agents and/or customers.

</details>

<details>

<summary>Can we customize web beyond branding?</summary>

Branding uses standard templates.

Deeper UI/UX customization beyond templates is available as a paid add-on.

</details>

<details>

<summary>What support does Reach provide?</summary>

Reach provides escalated support and backend investigation (**L2/L3**).

Your brand’s agents handle the frontline customer support (**L1**) in Reach Central.

See [Support Model FAQ](/faqs/support/support-model-faq.md) for the full escalation flow.

</details>

<details>

<summary>Can we get custom reporting?</summary>

Yes. Custom reporting is available as a paid add-on.

Standard dashboards and reports are included.

</details>

<details>

<summary>What SPN do customers see?</summary>

Devices show **Mobile** by default.

A custom SPN (your brand name on the device) is available as a paid add-on.

See [SPN FAQ](/faqs/network/spn-faq.md) for setup and requirements.

</details>

<details>

<summary>How are add-ons priced?</summary>

Add-ons are billed time and materials (T\&M).

Each request is scoped first, then quoted.

</details>

<details>

<summary>How long does onboarding take?</summary>

It depends on scope and what your team needs delivered (branding, content, integrations, etc.).

Reach runs a standard launch readiness process.

</details>

<details>

<summary>What if we need something not listed?</summary>

Reach will review the request with you.

If it’s feasible, we scope it and treat it as a paid add-on.

</details>


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