Support & Service Operations
AUDT support channels, response commitments, incident procedures, and service operations. Enterprise procurement teams can use this page to evaluate our support capabilities.
Support Channels
Support SLA by Plan
Business hours are 09:00–18:00 IST, Monday through Friday, excluding Indian public holidays.
| Plan | Support Type | Initial Response | Follow-up | Coverage |
|---|---|---|---|---|
| Growth | Email Support | Next Business Day | 3 Business Days | Business hours |
| Business | Priority Email | Within 8 Business Hours | 2 Business Days | Business hours |
| Enterprise | Dedicated Support | Within 1 Business Hour | Same Business Day | 24 / 5 (critical: 24 / 7) |
Enterprise SLA commitments are documented in the Order Form and supersede the defaults above.
Issue Severity Classification
When submitting a support request, indicate the severity level. Response times apply to the initial acknowledgement, not to full resolution.
Platform unavailable or data loss risk. All users blocked.
Response: 1 business hour (Enterprise) / 4 hours (Business)
Major feature unavailable. Significant user impact, no workaround.
Response: 4 business hours (Enterprise) / Next business day (Business)
Feature degraded. Workaround available.
Response: Next business day
Minor issue or question. No significant user impact.
Response: 3 business days
Enterprise Support
Security & Responsible Disclosure
We welcome responsible disclosure of security vulnerabilities. Report security issues to security@audt.tech. We commit to acknowledging receipt within 24 hours and providing an initial assessment within 5 business days. We will not pursue legal action against researchers acting in good faith.
Full responsible disclosure policy, scope, and reporting guidelines are available at Trust Center → Security Contact.