Support & Service Level Agreements

We want to help you as quickly and easily as possible. Below is how you can reach us and what you can expect when you need support.

Customer Support Channels

Issue Report: Issue icon in application

Email: support@traceintercept.ai

Response Times

We aim to reply to all messages within 48 hours (Monday to Friday).

For urgent issues outside normal business days, please note responses may take longer.

Service-Level Agreements (SLAs)

Microsoft Azure Uptime: Our service runs on Microsoft Azure, which has high availability standards. However, if Azure faces downtime, our service may be interrupted as well.

Scheduled Maintenance: We may have scheduled maintenance times to update and improve our platform. We will try to let you know in advance when these occur, and downtime is usually kept as short as possible.

How It Works
  1. Send Us Your Issue: Write a clear message about the problem you're facing.
  2. Receive Confirmation: We'll confirm that we got your message.
  3. Resolve the Issue: Our team will work on a solution and update you as soon as possible.
Your Satisfaction Matters

We appreciate your patience if there are delays due to maintenance or platform updates. Your satisfaction is important to us, and we do our best to keep the service running smoothly. If you have any questions, please reach out by email—we are here to help!