Support

Get help with AI Incident Commander. We're here to ensure your incident response runs smoothly.

Support Hours

Support Level	Hours	Response Time	Channels
Free Trial	Mon-Fri, 9 AM - 5 PM ET	24-48 hours	Email
Paid - Standard	Mon-Fri, 9 AM - 5 PM ET	4 hours (P1 incidents)	Email, Slack
Paid - Enterprise	24/7 (emergency hotline)	1 hour (P1 incidents)	Email, Slack, Phone

Hours exclude U.S. federal holidays. Enterprise customers receive 24/7 emergency support for P0/P1 incidents.

Contact Methods

Email Support

Primary: info@incidentai.io

Billing: info@incidentai.io

Security: info@incidentai.io

Privacy: info@incidentai.io

Slack Support (Paid Customers Only)

Dedicated shared Slack channel with our engineering team. Request access after onboarding.

Emergency Hotline (Enterprise Only)

24/7 phone support for P0/P1 production incidents. Number provided upon Enterprise plan activation.

Self-Service Resources

Documentation

📖 Request Documentation (Quick Start Guide, API Reference, Troubleshooting)

Video Tutorials

🎥 90-Second Demo Video

🎥 Request Full Tutorial Series

FAQs

❓ Frequently Asked Questions

Status Page

📊 Subscribe to Status Updates (service health, planned maintenance)

What to Include in Support Requests

To help us resolve your issue quickly, please include:

Your account email or API key (first 8 characters only)
Incident ID or timestamp (if issue relates to specific incident)
Description of the problem (what happened vs. what you expected)
Steps to reproduce (if applicable)
Screenshots or error messages (if any)
Urgency level (P0 = production down, P1 = critical, P2 = important, P3 = question)

Support SLA (Service Level Agreement)

Response Times

Priority	Free Trial	Paid - Standard	Paid - Enterprise
P0 (Service down)	Best effort	4 hours	1 hour
P1 (Critical issue)	24-48 hours	4 hours	1 hour
P2 (Important)	24-48 hours	1 business day	4 hours
P3 (Question)	24-48 hours	2 business days	1 business day

Response times are measured from initial contact during support hours. Resolution time depends on issue complexity.

Escalation Process

If you're not satisfied with the support response:

Tier 1: Email info@incidentai.io (initial support team)
Tier 2: Reply to your support ticket with "ESCALATE" in subject (senior engineer assigned)
Tier 3: Email info@incidentai.io with "URGENT" in subject (management review)

Enterprise customers: Contact your dedicated Customer Success Manager for immediate escalation.

Scheduled Maintenance

When: Saturdays, 2 AM - 6 AM ET (low-traffic window)

Notice: 48 hours advance email notification

Frequency: Monthly (or as needed for critical security patches)

Impact: Service may be unavailable for up to 30 minutes during maintenance window

Emergency Contact (P0 Production Down)

If AIC is preventing your incident response (P0):

Email info@incidentai.io with subject "P0 - AIC Service Down"
Include your phone number for immediate callback
Enterprise customers: Call emergency hotline (number provided upon sign-up)

We monitor info@incidentai.io 24/7 for P0 incidents.

Feedback & Feature Requests

We'd love to hear from you!

📧 info@incidentai.io — Share your experience, suggest features, report bugs

⭐ Roadmap voting: Request access to our public roadmap

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