Voxket AI Customer Support

Introduction

Welcome to Voxket AI. This Customer Support page describes how Voxket AI provides customer support, including support channels, target response times, and the boundaries of what is and isn’t covered by our support teams.

Unless otherwise agreed in a signed Master Services Agreement (MSA), Order Form, Statement of Work (SOW), or Enterprise Subscription Agreement, this policy governs customer support for all Voxket AI services, platforms, and agent architectures.

1. Enterprise-Grade Support

Voxket AI delivers enterprise AI workforce solutions designed for mission-critical business operations. Our Customer Success and Technical Support teams assist customers throughout deployment, integration, production operations, and continuous optimization.

Support includes:

• Platform onboarding and architecture review
• Autonomous AI agent deployment and guardrail assistance
• API and SDK integration guidance
• Workflow troubleshooting and error analysis
• Billing and account enquiries
• Security, compliance, and governance inquiries
• Access to comprehensive product documentation

2. Support Channels & Target Response Times

2.1 Enterprise Plan

Includes: 24×7×365 Priority Technical Support, a Dedicated Customer Success Manager, emergency production hotline access, direct Microsoft Teams or Slack collaboration bridges, and priority email tracking.

Target Initial Response: Critical (P1) bottlenecks addressed within 60 minutes.

2.2 Business & Growth Plans

Includes: Priority email support, in-dashboard ticketing workflows, and live chat (where available).

Target Initial Response: Within 6 business hours (Monday–Friday).

2.3 Developer & Self-Service Plans

Includes: Email support, technical documentation, Knowledge Base access, and standalone developer resources.

Target Initial Response: Within 24 business hours.

3. Before Contacting Support

Before raising a formal support request, customers are encouraged to perform the following triaging steps:

• Check Platform Status (Instant): Verify overall platform availability, real-time core metrics, and active infrastructure maintenance windows at status.voxket.ai.
• Review Developer Documentation (Instant): Consult our central repository at docs.voxket.ai for API references, integration schemas, SDK guides, and error code breakdowns.
• Gather Incident Payload (10 minutes): Isolate relevant debugging details (Workspace ID, error logs, timestamps, affected API endpoints, and Request/Correlation IDs) to attach to your support ticket.

4. Technical Contact Touchpoints

• Technical Support: support@voxket.ai
• Billing & Account Enquiries: billing@voxket.ai

5. Support Boundaries & Authoritative Telemetry

Voxket AI provides comprehensive support for the core Voxket AI platform services, official APIs, official SDKs, AI agent orchestration, workflow execution, and platform-hosted integrations.

Support does not extend to issues, latency spikes, or downtime caused by:

• Customer-hosted infrastructure, hardware, or internal networks
• Legacy applications, core enterprise software, core banking systems, or ERP platforms
• Third-party APIs, vendor API rate limits, or external endpoint failures
• Internet connectivity issues, ISP dropouts, or carrier-level communication outages
• Client-side firewall restrictions, proxy servers, VPN configurations, or internal security policies
• Third-party cloud infrastructure outages (e.g., AWS, Azure, GCP regional drops)

Authoritative Logging Provision: Voxket AI internal system logs, telemetry, and monitoring infrastructure shall serve as the sole, definitive, and authoritative data source for establishing platform availability, internal sub-450ms latency metrics, and SLA response timestamps in the event of a dispute.

6. Customer Change Management

Customers must provide at least five (5) business days’ prior written notice before implementing infrastructure changes that may impact integrations, including but not limited to: API version upgrades, authentication modifications, schema adjustments, certificate renewals, DNS updates, endpoint migrations, or firewall rule adjustments.

Service disruptions or operational agent errors resulting from unannounced customer-side infrastructure updates are excluded entirely from SLA commitments.

7. Sandbox Environment Boundaries

Performance testing, penetration testing, load testing, AI prompt stress testing, and API data validation must be conducted exclusively within the designated Sandbox environment unless expressly approved in writing by Voxket AI. Testing against Production environments that adversely affects service stability or resource distribution may result in temporary throttling or immediate suspension to protect platform integrity.

8. Contact Us

If you have any questions about this Customer Support policy or need assistance, please contact us at: