Customer Support & SLA
Support SLA Commitments
We operate under explicit Initial Response Time SLAs based on subscription tiers to ensure operational continuity. Please note that stated SLA timeframes represent our commitment to first technical response, triage, and active investigation, rather than guaranteed complete resolution times.
| Plan Tier | Support Channel & Scope | Initial Response Target | Status Update Cadence |
|---|---|---|---|
| Starter | Email Support + 24/7 AI Diagnostic Triage | 5 Business Days | Best-effort |
| Plus | Priority Email Support + 24/7 AI Diagnostic Triage | 3 Business Days | Best-effort |
| Premium | Direct Ticket / AI Owner Routing + Engineering Review | 2 Business Days | Every 48 Hours until resolved |
| Enterprise / GCM | Dedicated Support + Phone/Escalation Integration | < 24 Hours (Critical Issues) / Next Business Day (Standard) | Every 12 Hours (Critical) / 24 Hours (Standard) |
📌 SLA Definitions & Coverage Window:
- Initial Response Time: The timeframe within which our engineering team acknowledges the ticket, provides an initial diagnostic assessment, and initiates triage.
- Standard Support Hours: Monday – Friday, 9:00 AM – 6:00 PM MT (UTC-6), excluding US public holidays.
- Continuous AI Triage (24/7/365): Automated triage and diagnostic guidance powered by Vertex AI operate continuously across all global time zones.
- SLA Exclusions: SLA response targets exclude delays or disruptions resulting from upstream cloud infrastructure incidents (e.g., Google Cloud Platform or Vertex AI status degradations), planned maintenance windows, or customer network issues.
💡 Support Ticketing Info: Starter and Plus seat users receive real-time, automated troubleshooting suggestions from our Technical Writer AI Agent. Direct ticket escalation to manual engineering review is available to Premium seat holders, and Starter/Plus users can coordinate escalations through their designated organization administrators.
Open a Support Ticket
Submitting this form immediately alerts our support team. Tickets are automatically categorized and routed to ensure response within your tier's Initial Response SLA targets. Please note that manual escalation capability is managed based on your seat tier.
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