This page explains how to reach us, what happens after you raise a request, and the response-time targets we work to by plan and priority. These targets are best-efforts service levels, not contractual commitments.
Best-efforts, not a contractual guarantee. The response-time targets on this page are the goals our team works to. They are provided on a reasonable-efforts basis and do not form a binding service level agreement unless one is expressly agreed in writing. The governing position is set out in section 9.3 of the Terms of Service. Uptime and availability are addressed separately in section 9.1.
How to get help
There are four ways to get support, depending on what you need:
- In-app support form. The quickest route for logged-in users. Open the help menu (the
?icon in the top navigation), choose Support, and describe your issue. This creates a tracked ticket and returns a reference (for exampleAVSD-123) so you can follow it up. - My tickets. Logged-in users can review the status of the requests they have raised from the same help menu. You see only your own tickets.
- Email. If you cannot sign in, or your query is not tied to a specific account action, email hello@answervault.ai. Please include your organisation name and, where relevant, the ticket reference.
- Documentation and live status. Many questions are answered in the documentation. Current service status is linked from the in-app help menu so you can check for a known incident before raising a request.
For security vulnerabilities, please follow the responsible-disclosure process on our Security page rather than the standard support channels.
Support hours
- Standard hours are Monday to Friday, 09:00–17:00 UK time, excluding England and Wales bank holidays.
- Targets expressed in business hours are counted only within standard hours. Targets expressed in business days advance only on working days.
- Enterprise customers can agree extended or out-of-hours coverage, including 24/7 handling of the most severe issues, as part of their contract. Standard hours apply otherwise.
Priority levels
When a request is received we assign it a priority, which determines the target we work to. We may adjust the priority if the impact turns out to be greater or smaller than first reported.
| Priority | Definition |
|---|---|
| P1, Critical | The Service is down or unusable for all users, with no workaround. For example, no one can sign in, or search is completely unavailable. |
| P2, High | A major feature is impaired or unavailable for many users, and any workaround is difficult or costly. For example, a connector repeatedly fails to sync, or answers stop returning from a connected source. |
| P3, Medium | A minor feature is impaired, or a limited number of users are affected, and a reasonable workaround exists. |
| P4, Low | A question, cosmetic issue, documentation gap, or feature request with no material impact on your use of the Service. |
Response-time targets
The figures below are the targets we aim to acknowledge a request within (first response), by plan and priority. They are best-efforts goals, not guarantees. Not every priority is available on every plan: Starter requests are handled at P4 only, and Pro requests can be raised at P3 or below. "N/A" means a request cannot be raised at that priority on that plan.
| Priority | Starter | Pro | Business |
|---|---|---|---|
| P1, Critical | N/A | N/A | 4 business hours |
| P2, High | N/A | N/A | 8 business hours |
| P3, Medium | N/A | 3 business days | 2 business days |
| P4, Low | Best effort | Best effort | 3 business days |
Enterprise response-time targets, including any out-of-hours or higher-priority coverage, are agreed individually as part of each Enterprise contract.
These are first-response targets. The time to fully resolve a request depends on its complexity and, where relevant, on third-party services or your own connected sources. We will keep you updated on progress until the request is closed.
What happens after you raise a request
- Logged. Your request is recorded and given a ticket reference.
- Triaged and acknowledged. We assign a priority and send a first response within the applicable target above.
- Investigated. We work the issue, and may come back to you for more detail, screenshots, or a ticket reference to reproduce it.
- Resolved. We provide a fix or a workaround.
- Closed. The ticket is closed once the issue is resolved. You can raise a follow-up if it recurs.
What support covers
Support helps you use the Service: account and access questions, connector and sync issues, unexpected behaviour, and guidance on features. Some things sit outside support by design:
- The content of your connected sources. AnswerVault retrieves answers from the documents you connect. Keeping those documents accurate, current, and free of bias is your responsibility, as set out in section 3.3 of the Terms of Service. Support does not edit your data or author content on your behalf.
- Service availability. Uptime, maintenance windows, and incidents are covered by section 9.1 of the Terms, not by these response-time targets.
- Bespoke development and configuration. Custom integration, dedicated-deployment, and sovereign-tier work is delivered by the Catapult CX enterprise team under a separate engagement. Talk to us if you need this.
Escalation
If a request is not progressing as you would expect, reply on the ticket asking for it to be escalated, or email hello@answervault.ai with the ticket reference. Enterprise customers with a dedicated deployment have a named contact for escalations.
Questions
For anything not covered here, contact us at hello@answervault.ai.
Last updated 03/07/2026