Support Policy

Last updated: June 28, 2026

AgentAssist support helps teams operate the platform safely and reliably.

Covered areas

Support covers account access, organization setup, billing, document ingestion, AI workspace behavior, storage, and compliance workflows.

Support does not provide legal, financial, underwriting, claims, medical, or other regulated advice. AI output should always be reviewed against source documents and applicable rules.

Support channels

Support requests should include organization name, user email, affected workflow, screenshots, document name when relevant, browser/device details, request IDs, timestamps, and business impact. Enterprise customers may have additional support terms in their agreement.

Escalations

Security, data access, billing, and production-impacting issues are prioritized. Support access to tenant data is audited and limited to the minimum needed for resolution.

Severity guide

Critical issues include platform-wide outage, confirmed unauthorized data access, billing lockout for an active organization, or inability to access core protected workflows. Lower severity issues include content questions, UI polish, non-blocking ingestion retries, and configuration guidance.

Exclusions

Support does not review suitability, provide regulated advice, verify customer eligibility, interpret legal obligations, or guarantee AI-generated text for external use.

Contact

Contact support with the organization name, account email, issue summary, screenshots or request IDs if available, and the business impact.