Support

DataQI provides a range of support channels to help users resolve issues, ask questions, and get the most from the platform.

Support Channels

• Documentation Guide: This guide is your first source of support. It contains comprehensive instructions, FAQs, and troubleshooting tips for all major features and common issues. Before reaching out, check the relevant sections here for quick answers and best practices.

• Ticketing System: Users can submit support tickets directly through the platform (via Jira). This is the preferred channel for tracking and managing requests.

• Email Support: For general enquiries or issues, users can contact the team at help@dataqi.ai.

• Dedicated Account Managers: If you are an enterprise customer with the appropriate licensing tier, you may have a dedicated account manager assigned to your organization. Your account manager is a direct route of contact for personalized support, guidance, and issue resolution.

Response Times

Standard tickets submitted via the platform or email are responded to within 48 business hours. All issues should be submitted with a clear ticket type (e.g., “Question”, “Bug”, “Feature Request”) and priority level to help triage and route them efficiently.

Escalation

At present, there is no formal escalation path beyond the ticket prioritisation process. Users are encouraged to mark urgent items with an appropriate priority and to use the ticketing system whenever possible to ensure a timely response.

This support structure ensures that users receive consistent and documented assistance while enabling DataQI to continuously improve through feedback and issue tracking.