Clear support when your team needs us.
This policy explains our standard support channels, priorities, target responses, and customer responsibilities. Contracted service levels override this page where applicable.
How to contact support
Workspace administrators can contact Speakto through the in-product support channel or at support@speakto.ai. Include the workspace name, affected feature, time of the issue, steps to reproduce, and screenshots or request identifiers when available.
Standard support hours
Standard support is monitored Monday to Friday, 09:00–18:00 India Standard Time, excluding public holidays. Enterprise agreements may include expanded coverage or a named escalation path.
| Priority | Example | Initial response target |
|---|---|---|
| P1 · Critical | Production service unavailable for most users, no reasonable workaround | 4 business hours |
| P2 · High | Major workflow impaired, limited workaround | 8 business hours |
| P3 · Normal | Partial issue, configuration question, or non-urgent defect | 2 business days |
| P4 · Request | Guidance, improvement request, or general question | 3 business days |
What the targets mean
Targets are goals for the first meaningful response, not guaranteed resolution times. Resolution depends on reproducibility, impact, dependencies, customer access, and whether a code or provider change is required.
Responsible access and escalation
Customers should maintain an available workspace administrator, protect credentials, keep supported browsers current, and notify us promptly of suspected security events. Do not send passwords, API secrets, SMTP credentials, or customer-sensitive data by ordinary email.
Service status
Operational notices are published on the Speakto status page when available. Confirmed security reports should follow the security contact instructions rather than ordinary support channels.