Support

How can we help?

Find answers, check system status or raise a request with our support team.

Submit a request System status

Getting startedOnboarding, access requests and your first weeks with a new system.
Accounts & accessUser management, single sign-on and permission changes.
Integrations & APIsConnecting systems, API keys, webhooks and rate limits.
Model performanceReport quality issues, drift or unexpected outputs.
Security & privacyData requests, security questionnaires and incident reporting.
Billing & contractsInvoices, purchase orders and changes to your agreement.

Support tiers

Support that matches what’s at stake.

Every production system we deliver includes Standard support. Priority and Critical tiers are available under a support agreement.

Standard

First response: Next business day
Coverage: Business hours
Channels: Email, portal

Bug fixes
Monthly health report

Priority

First response: 4 business hours
Coverage: Extended hours
Channels: Email, portal, chat

Everything in Standard
Quarterly optimisation review
Named support engineer

Critical

First response: 1 hour, 24/7 for P1
Coverage: 24/7 for P1 incidents
Channels: Email, portal, chat, phone

Everything in Priority
On-call incident response
Monthly model performance review

Service levels

SLA overview

Target response times for clients on a Critical support agreement. Your contract defines the exact commitments.

Severity levels, examples and target response times
Severity	Example	First response	Updates
P1: Critical	Production system down or data exposure	1 hour	Every 2 hours
P2: High	Major feature degraded, no workaround	4 hours	Every business day
P3: Normal	Minor issue or workaround available	1 business day	Every 3 business days
P4: Request	Questions and enhancement requests	2 business days	On resolution

Submit a request

Open a support ticket

For P1 incidents on a Critical plan, please also call your dedicated on-call number.