Support Policy
Basic e-mail support is available for Trial users. Paid subscribers receive dedicated technical support.
Support channels
| Channel | Details |
|---|---|
| Contact form (primary) | cochl.ai/contact-us |
| Remote session | Available when initial diagnosis is insufficient. Scheduled on request. |
What’s covered
- Installation & initial setup guidance
- License & activation issues
- Plugin operation and connection verification
- Version updates and patch notifications
- Operational incident response
What’s not covered
- On-site visits as standard support
- 24/7 hotline or dedicated on-call engineer
- SLA-based recovery time guarantees