Support

Get help fast: documentation, office hours, and SLAs built for student-impacting systems.

How to reach us

  • Knowledge Base: Best practices, guides, and runbooks.
  • Email: support@infinize.ai (auto-ticket creation)
  • Office Hours: Weekly live Q&A for admins and advisors
  • Incident Hotline: Provided for Premium support customers

SLAs

PlanCoverageInitial ResponseUptime Target
StandardBusiness hours< 8 hrs99.5%
Premium24×7 critical incidents< 1 hr (P1)99.9%

Incident process

  1. Ticket created (email/KB form/API)
  2. Severity triage & on-call engaged
  3. Communication every agreed interval
  4. Mitigation, RCA, and preventive actions

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Status & maintenance

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