Product Support and Service Level Agreement

This document covers the Support and Service Level Agreement Terms for the Hosted Services suite.

Support Options and Service Levels/

• Business Days

Definition of Impact Levels

Hours of Availability

Weekend coverage applies only to Priority and Premier Support programs. Weekends start from 5PM US Pacific timezone (UTC-8 & UTC-7 DST) until Monday 10AM Australian Eastern timezone (UTC+10 & UTC+11 DST), spanning a total of 48 hours. During weekends when a Premier Support team member is not scheduled in advance, Premier Support requests are handled by the Standard Support team.


9/5 Support - Hours of coverage include 8am - 5pm for the following timezones: Pacific (UTC-8), Mountain (UTC-7), Central (UTC-6), Eastern (UTC-5),. India is covered 10am-7pm (UTC+5.5). Singapore is covered 9am-6pm .Tickets will be handled in the office corresponding to the geo in which they are submitted.


Support Team

Our Advanced and Dedicated Senior Teams are both highly trained engineers who are ready to diagnose issues in your environment. Our dedicated senior support team familiarise themselves with three primary contacts from your company to learn your network and environment.


Entitlement for Community Support

Community Support is available to anyone who signs up. Users on a free trial are eligible for only community support.

Premier Support Named Contacts

Premier connects our top tier engineers with the customer and in order to ensure the best outcomes we limited the number of individuals within an account to three named contacts. This helps ensure the most knowledgeable individuals within our customers are connected with our most senior engineers to drive issues to conclusion faster. If additional named contacts are needed they can be purchased three at a time by purchasing additional Premier licenses. Account coverage pertains to all Active AI product licenses and does not include Open Source products or 3rd party plugins.


Support Scope of Work

• Incident Support - Identifying and troubleshooting problems in the system


• Root cause analysis


• Assistance with issues during installation


• Assistance with issues during upgrades


• Identifying and creating needed bug reports


Product Support

ActiveAI support provides the support coverage needed for the successful operations of the Active AI Platform on premise or on cloud. Active AI Support provides comprehensive end-to-end support and guidance for your technical and operations teams.

Slack Channel

Use Slack to communicate with us. This allows our Support Services engineers to chat with your primary or alternate contacts for a service request, providing status updates, and offering troubleshooting assistance to help resolve open service requests quickly.

Email Support

Email us at support@active.ai. For faster resolution do include log files and a detailed issue description which will allow our support team to investigate the issue and provide a suitable resolution at the earliest.

For customers on ONE do email us at one@active.ai

Global Contacts

ActiveAI provides essential support services including 24/7 technical assistance. This option is only available for customers on Premium Support plan.

Country Support Hotline Support