Support channels & SLAs
| Channel | Availability | Target Response SLA | Best used for |
|---|---|---|---|
| AI Assistant (CrowChat) | 24/7/365 | Instantaneous (<2s) | Workflow navigation, guideline search, TOMs explanations. |
| In-App Bug Reporter | 24/7 | <4 hours (business hours) | Reporting technical defects with diagnostic session data. |
| Priority Email Support | Monday to Friday, 08:00 to 18:00 GMT | <2 hours (Pro & Portfolio) | Billing inquiries, SAML configuration, procurement advice. |
| 30-Min Strategy Call | By appointment | Scheduled via Calendly | Onboarding review, tender setup, team training. |
How to file an effective diagnostic report
When reporting an issue from Help and support, the system automatically packages your browser version, viewport, URL, and anonymised request ID so our engineering team can isolate the issue immediately without back-and-forth debugging.