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Auralytik
Support Center
We're here to keep your conversation intelligence platform running. Reach us through the channels below, and consult the severity matrix for expected response times.
Contact channels
Hours of operation
Monday through Friday, 09:00 to 18:00 Chile time (UTC-4), excluding Chilean public holidays. Critical incidents (P1) are monitored outside business hours and may receive responses faster than the standard SLA.
Severity matrix and response targets
Every support request is assigned a severity level. Initial-response targets below apply during business hours; for P1, monitoring is continuous.
| Severity | Description | Target first response |
|---|---|---|
| P1 — Critical | Production system unavailable or major data-integrity issue affecting Customer operations | 4 business hours |
| P2 — High | Significant feature unavailable, no reasonable workaround | 1 business day |
| P3 — Medium | Feature impaired with workaround available | 2 business days |
| P4 — Low | Question, cosmetic issue, or enhancement request | 5 business days |
Self-serve resources
Before opening a ticket, check the product guide and API documentation — many common questions are answered there.
Security, privacy, and abuse
Privacy
privacy@auralytik.comData subject requests, GDPR/CCPA enquiries, sub-processor notifications.