Frequently Asked Question

While our system automatically captures emails sent to support@company.com to prevent data loss, we do not troubleshoot or resolve technical AI or OCR issues entirely over email.

For security, continuity, and speed, all clients are required to log into the Customer Support Portal for the following reasons:

• Access to Immediate Solutions: Over 80% of local environment issues (such as Docker stalls, WSL updates, or Google Cloud token limits) have instant, step-by-step patch guides published right here in the Knowledge Base. Emailing us bypasses these immediate fixes, forcing you to wait hours for an engineer to respond.
• Account Security & NDA Compliance: Sharing database schemas, error logs, or sensitive workflow details over unencrypted standard email risks data exposure. The portal provides a secure, encrypted environment.
• Ticket History & Tracking: The portal allows your team to see past issues, track active statuses, and ensure tickets are routed to Tier 2 engineers immediately.