1. Support Channels
| Channel | How to Access | Available On |
|---|---|---|
| support@intelwork4ce.com | All plans | |
| In-app chat | app.intelwork4ce.com → Support | All plans |
| Documentation | docs.intelwork4ce.com | All plans (self-service) |
| Community forum | community.intelwork4ce.com | All plans |
| Priority Slack channel | Dedicated #support channel in your workspace | Growth & Scale |
| Onboarding call | Calendly link in your welcome email | Scale only |
| Custom SLA | Defined in Enterprise contract | Enterprise only |
No sign-up for a third-party service is required to access support. GitHub, Twitter, or social media are not primary support channels. Support in both French and English.
2. Response Time SLAs
| Plan | First Response SLA | Notes |
|---|---|---|
| Bootstrapper €19/mo | 2 business days | Email and in-app chat |
| Solo €49/mo | 2 business days | Email and in-app chat |
| Starter €99/mo | 1 business day | Priority email queue |
| Growth €249/mo | 4 business hours | Priority Slack channel |
| Scale €499/mo | 4 business hours | Priority Slack + onboarding call available |
| Enterprise | Custom — see contract | Dedicated account contact |
Business hours: Monday–Friday, 09:00–18:00 CET, excluding French public holidays.
Security incidents (unauthorized access, data breach): contact security@intelwork4ce.com — monitored 24/7.
3. Scope of Support
3.1 In Scope
- AI agent task failures, incomplete outputs, or unexpected behaviours
- Credit consumption discrepancies or balance errors
- Slack integration: installation errors, bot unresponsive, channel permission issues
- Third-party connector OAuth failures (Google, HubSpot, Salesforce, LinkedIn, etc.)
- Billing: subscription changes, invoice queries, plan upgrades and downgrades
- Account access: login issues, workspace settings, user management
- Data requests: access, export, deletion (GDPR rights — see Privacy Policy)
- Agent configuration: adjusting constraints, brand voice, agent-specific settings
3.2 Out of Scope
- Configuration of third-party services beyond the IntelWork4ce connector interface (e.g., HubSpot pipeline setup, Slack admin settings)
- Custom development or API integration work — available as paid professional services
- Issues caused by third-party platform outages (Slack, Google, Stripe) — we will notify you and monitor recovery
- General AI or LLM model usage consulting
4. Escalation Path
If your issue is not resolved within the stated SLA:
- Reply to your open ticket requesting escalation
- Growth / Scale customers: escalate directly in your Priority Slack channel
- All plans: email escalations@intelwork4ce.com with your ticket number
The founder reviews all escalated tickets within 1 business day.
5. Known Issues & Maintenance
Planned maintenance and known incidents are published at: https://status.intelwork4ce.com
Customers are notified via email at least 24 hours before scheduled maintenance windows that impact service availability. Unplanned outages are communicated within 1 hour of detection via the status page and email notification.
6. Feedback & Feature Requests
Submit feature requests and product feedback at: community.intelwork4ce.com/feedback
We review all submissions monthly. Accepted requests are added to the public product roadmap.
Contact
support@intelwork4ce.com · security@intelwork4ce.com · https://docs.intelwork4ce.com · https://status.intelwork4ce.com