Contact & Support Policy

• General & sales inquiries: use our Contact page or email hello@aiqen.co.
• Platform support: AI Workforce customers can open a ticket from the Platform’s Customer Support module, which is monitored by our team and, for common questions, assisted by AI-powered triage.
• Client portal: Consulting Services clients can message their project team directly through the Client Portal.
• Security reports: see our Security Policy for how to responsibly report a vulnerability.

All AI Workforce plans include access to in-Platform support ticketing. Response-time targets and any dedicated support channels (such as priority queues or a named account contact) vary by subscription plan, and for Enterprise customers are set out in the applicable order form or service agreement. We prioritize tickets by severity: service-impacting issues are triaged ahead of general how-to questions.

To help us resolve issues quickly, please include your organization name, a description of the issue, the page or feature involved, and any relevant error messages or screenshots. For billing questions, include the invoice or payment reference if available.

If you’re not getting a timely response through standard support channels, you can request escalation by replying to your existing ticket or emailing hello@aiqen.co with your ticket reference. Enterprise customers with a named account contact should escalate directly to that contact.

Platform support covers use of AI Workforce features, account and billing questions, and troubleshooting Platform behavior. It does not include custom development, or configuration of third-party services you connect via the Integrations Hub beyond helping you establish the connection itself — for deeper custom work, ask about our Consulting Services.

We will make reasonable efforts to notify affected organizations in advance of planned maintenance windows that may cause disruption, and to communicate promptly during unplanned incidents affecting Platform availability.