Standard Support is available during regular Echo AI business hours, as defined in the Business Hours section.

Support requests should be submitted through the "Submit a Ticket" link in the profile menu.

Whether your concern is a feature request or an urgent request, submitting a ticket will be the best way to ensure your issue is properly addressed. We do not recommend reaching out via email.

If you reach out to support@echoai.com, the priority level is not established, and the ticket will default to P2 (Normal). All Urgent/High requests must be submitted with the Support Request Form.

Echo AI Support reserves the right to reclassify the priority level if we reasonably believe the classification is incorrect.

P0 (Urgent) - This is defined as a business-stopping concern for all users. We look at these as a complete outage of the application, a major security breach or concern has been identified, servers are down, or anything that can be detrimental to all customers.

P1 (High) - A concern at this level means that your organization has lost functionality within Echo AI and can either not receive data or access the application on a general level. Additionally, no workaround currently exists to resolve the data or authentication concerns.

P2 (Normal) - These are defined as general issues. These include, but are not limited to: user education, user requests, individual login issues, or a bug with a workaround.

P3 (Low) - These tickets are reserved for feature requests or any other requests that fall out of typical Support responsibilities.

Echo AI Support reserves the right to reclassify the priority level (up or down) if we reasonably believe the classification is incorrect.

When you submit a request, our team will provide you with a case number and identify the next steps as quickly as possible. If issues aren’t resolved after the initial response, we’ll investigate using the data provided.

Below is a guide to our targeted response times and target update frequencies for continued investigation during business hours. Response times may take longer than suggested.

Target Response Time: Target response time for a Support representative to provide you with an initial response.

Target Update Frequency: The Support representative will provide status updates until the issue is resolved or the ticket is closed.

For P0s, Echo AI will deliver an incident report once the issue has been resolved per the customer’s request. The incident report will include information about the root cause, the users impacted, and the resolution.

Monday - Friday, 9:00 am - 5:00 pm PST

Only Support-verified P0 issues would be responded to outside of business hours and holidays. Response times may vary. All non-P0 issues will be responded to on the next business day.