IntelWork4ce, Bachir Farah Badar, Entrepreneur Individuel, SIREN 106 101 470, Paris, Ile-de-France, France.
IntelWork4ce provides two distinct types of support corresponding to its two service tracks: Showroom access and Consulting engagements. Support is provided in English and French.
1. Support Tracks
Track 1: Showroom support
For prospects and invited clients accessing the Showroom at app.intelwork4ce.com during an evaluation period.
| Channel | How to access |
|---|---|
| support@intelwork4ce.com | |
| In-app chat | app.intelwork4ce.com, Support section |
| Documentation | docs.intelwork4ce.com |
Track 2: Consulting client support
For active consulting clients with a signed Engagement Agreement.
| Channel | How to access |
|---|---|
| support@intelwork4ce.com | |
| Dedicated communication channel | Defined in Engagement Agreement (Slack, email, or other) |
| Direct line to engagement lead | Defined in Engagement Agreement |
Security incidents for all clients: security@intelwork4ce.com, monitored 24/7.
2. Response Times
Showroom support:
| Request type | First response |
|---|---|
| Technical issues (access, workspace errors) | 1 business day |
| General questions | 2 business days |
| Security incidents | Same day |
Consulting client support:
Response times are defined in the applicable Engagement Agreement. Where not specified:
| Request type | First response |
|---|---|
| Delivery-blocking issues | 4 business hours |
| General questions | 1 business day |
| Security incidents | Same day |
Business hours: Monday to Friday, 09:00 to 18:00 CET, excluding French public holidays.
3. Scope of Support
3.1 Showroom support, in scope
- Showroom access issues: invitation token problems, login errors, workspace not loading
- AI agent behavior during evaluation: unexpected outputs, agent not responding, connector errors
- Third-party connector OAuth failures during evaluation (Google, HubSpot, Salesforce, LinkedIn, etc.)
- Questions about agent capabilities and what a custom build would look like
- Data requests: access, export, deletion (GDPR rights, see Privacy Policy)
- General questions about consulting services and engagement models
3.2 Showroom support, out of scope
- Configuration of third-party services beyond the Showroom connector interface
- Custom development or feature requests for the Showroom environment
- Issues caused by third-party platform outages (Slack, Google, etc.): we will notify you and monitor recovery
3.3 Consulting client support, in scope
- All delivery-related questions and issues within the scope of the Engagement Agreement
- Custom agent build issues: deployment, connector configuration, governance setup
- Claude for the Enterprise configuration issues
- Team Enablement program questions
- Engagement deliverable queries
- Billing and invoice queries related to the Engagement Agreement
3.4 Out of scope for all
- General AI or LLM model usage consulting not covered by an active engagement
- Legal, financial, or compliance advice (IntelWork4ce provides AI transformation consulting, not regulated professional advice)
4. Escalation Path
Showroom: if your issue is not resolved within the stated response time, reply to your open support thread requesting escalation. The engagement lead reviews all escalated showroom issues within 1 business day.
Consulting clients: escalation path is defined in the Engagement Agreement. Where not defined: email escalations@intelwork4ce.com with your engagement reference. The engagement lead responds within 4 business hours.
5. Known Issues and Maintenance
Platform status and known issues: status.intelwork4ce.com
Showroom clients are notified by email at least 24 hours before scheduled maintenance that impacts availability. Unplanned outages are communicated within 1 hour of detection via the status page and email.
6. Contact
support@intelwork4ce.com | security@intelwork4ce.com
docs.intelwork4ce.com | status.intelwork4ce.com
IntelWork4ce, Bachir Farah Badar, Entrepreneur Individuel
SIREN 106 101 470 | Paris, Ile-de-France, France
intelwork4ce.com/support-policy