Four severity levels with published response targets. Classification and drafting issues route to the professional bench rather than to a support script, because those need judgment.
Any user on a paid account. Trial accounts get the same channels at Severity 3 targets. Anyone can email [email protected] without an account, and we will route it.
Automatically from the category you pick, then confirmed or corrected by a support engineer within the first response window — and we tell you which. Ticking the statutory-deadline box escalates regardless of category.
That routes to the professional bench, not to support triage. A chartered accountant, company secretary or lawyer reviews the output, corrects it, and the correction becomes labelled training data for the engine.
Yes, for Severity 1 and for enterprise plans. Everything else runs on the ticket so the history stays on the matter and in the audit trail.
Service credits apply as set out in the service level agreement. Sustained failure lets you terminate without the mid-term liability in the refund policy.
Yes — every ticket carries a reference number, and status is visible in-product alongside the matter it concerns.