This policy is incorporated into, and forms part of, our Terms of Service, and describes the support we provide for the Consiva platform by plan.
Email support@consiva.ai, or use the form at Contact Us. Security issues should go to security@consiva.ai instead — see our Contact & Routing page for the full list of channels.
Our support team operates 10:00 AM – 5:00 PM IST, Monday to Friday, excluding Indian public holidays. Enquiries received outside business hours are picked up the next business day, except where a faster target applies under clause 3 below.
| Plan | Channel | Target first response |
|---|---|---|
| Free | Email, during business hours | Best effort. The Free Plan is provided without a support commitment — see clause 7.2 of the Terms of Service. |
| Pro | Email, during business hours | Typically within 4 business hours; 1 business day is our formal target |
| Enterprise | Email and priority channel as agreed in your Order Form | 24/7 for urgent technical issues, as set out in your Order Form or SLA attachment |
These are response targets, not guaranteed resolution times — how long a fix takes depends on what's involved. Where an Enterprise Order Form or SLA attachment sets different terms, that agreement prevails.
Support covers using the Service as documented: configuration questions, error reports, and help diagnosing unexpected behaviour. It does not include custom development, data migration beyond what the Service provides natively, or advice that would constitute legal advice — see our Disclaimers & AI Notice.
We may carry out planned maintenance, using reasonable efforts to schedule it to minimise disruption and to give advance notice where practicable, and emergency maintenance without notice where necessary for security or integrity — see clause 13 of the Terms of Service.
We may update this policy from time to time. Material changes will be notified in the same way as changes to our Terms of Service.