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Customer Support Handbook

Guidelines and resources for the Veritect AI support team.

Support Channels​

  • Email: support@veritect.ai
  • Phone: [Support Phone Number]
  • Chat: In-app chat widget
  • Response Times:
    • Critical: < 1 hour
    • High: < 4 hours
    • Normal: < 24 hours

Common Issues & Solutions​

Login Problems​

  • Password reset procedures
  • SSO troubleshooting
  • 2FA issues

Search Issues​

  • Query syntax help
  • Filter explanations
  • No results troubleshooting

Data Export​

  • Export formats
  • Large export handling
  • API export guide

Escalation Process​

  1. Level 1: Basic troubleshooting
  2. Level 2: Technical support
  3. Level 3: Engineering team
  4. Critical: On-call engineer

Resources​