Support Policy

How to reach us

Email support@airankly.io, or use in-product support. Include your workspace name, what you expected, what happened, and a link to the affected screen. Screenshots help more than descriptions.

Support is provided in English, Monday to Friday, excluding United States public holidays.

Severity and response targets

We aim to acknowledge every request within one business day. Beyond that, targets depend on impact and plan:

• Critical, meaning the Service is unavailable or a core function is broken for all your users with no workaround: 4 business hours on Priority support, 1 business day on Standard
• High, meaning a major function is impaired or degraded with no reasonable workaround: 1 business day on Priority, 2 business days on Standard
• Normal, meaning a question, a minor fault, or an issue with a workaround: 2 business days on Priority, 3 business days on Standard
• Low, meaning a feature request or general guidance: we respond as capacity allows and log it for the roadmap

What is included on each plan

Starter includes Standard support. Professional includes Priority support. Enterprise includes Priority support with the additional channels and targets set out in the order form.

Every plan includes access to documentation, onboarding guidance and the in-product academy.

What support covers

• faults, errors and unexpected behaviour in the Service
• questions about configuration, prompts, engines, competitors and reporting
• help interpreting your data and setting up integrations we publish
• account, billing and access issues

What support does not cover

• writing your content, running outreach, or implementing changes on your website, which are services rather than support
• guaranteeing an outcome in any answer engine
• third-party products, including your CMS, analytics account or an answer engine's own behaviour
• custom development, bespoke integrations or data migrations outside a signed Enterprise scope

Escalation

If a request is not progressing, reply to the thread asking for escalation and state the business impact. Enterprise customers can escalate through their named contact. If you believe an incident has affected availability under the Service Level Agreement, follow the credit process in that document.

Status and incidents

We report incidents affecting availability in-product and by email to workspace administrators. During an incident we will publish what we know, what we are doing, and when we will next update, and we will not close it out without a resolution note.