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akkivo

Support

Help that stays close to the work

AKKIVO is operated by AkkisTech — a small Germany-based studio. Use the right channel for the severity, bring clear context, and we will triage with you.

Call studioEmail support

Channels

How to reach us

Phone for urgency and demos. Email for detail. Contact form for structured enquiries.

  • Phone

    Fastest path for demos, urgent production issues, and rollout questions.

    +49 421 67373077

    Call studio

  • Contact form

    Structured enquiry for demos, partnerships, and general product questions.

    Use /contact — choose enquiry type for faster routing.

    Open contact

Availability

Hours and response expectations

Standard studio coverage is business days (CET). Paid Enterprise windows are contractual.

  • Standard studio hours

    Monday–Friday, Central European Time. Target first response within 24 hours for sales and early product support.

  • Urgent production issues

    Call the studio number and follow up by email with timestamps, channel, and impact. Paid Enterprise response windows are defined in your agreement.

  • German public holidays

    Response times may extend on public holidays in Germany. Critical incidents should still be phoned in; we triage as capacity allows.

Triage

Severity levels

Match the channel to the impact so critical issues are not buried in a general inbox.

Severity 1 — Critical

Production AI employee unreachable on a primary channel, or suspected security incident affecting customer data.

Call +49 421 67373077 immediately, then email [email protected] with impact summary.

Severity 2 — High

Major degradation: wrong answers at scale, failed escalations, or partial channel outage during business hours.

Email with “HIGH” in the subject, include logs/screenshots, and call if customers are actively impacted.

Severity 3 — Normal

Configuration help, knowledge updates, packaging questions, or non-blocking bugs.

Email or contact form. We respond within standard business-day targets.

Coverage

What Support helps with

Common categories we handle during early product and production operations.

  • Purchased AI Service

    Questions about a purchased AI Service, onboarding details, and what to expect after Implementation.

    • Which AI Service was purchased and when
    • Expected timeline after payment
    • Operator-assisted onboarding questions

  • Subscription & Monthly Maintenance

    Monthly Maintenance, Customer Managed Usage, Managed Usage, and Trial status questions.

    • Subscription status or renewals
    • Customer Managed Usage vs Managed Usage
    • Trial conversion questions

  • Provisioning progress

    Status timeline updates while AkkisTech provisions and configures your AI Service.

    • Stuck on Provisioning or Waiting for AkkisTech Configuration
    • Ready for Go Live / Testing questions
    • Failed status after payment

  • Technical issue

    Production behaviour issues after Active. AkkisTech operators investigate — customers do not configure AI.

    • AI Service unreachable on an agreed channel
    • Unexpected answers or escalations
    • Suspected outage during business hours

  • Billing

    Orders, payments, invoices, and checkout assistance for purchased AI Services.

    • Invoice or payment questions
    • Checkout assistance
    • Refund or billing correction requests

Before you write

Preparation checklist

Including these details usually cuts a full round-trip from the conversation.

  • Workspace or company name
  • Purchased AI Service name
  • Support topic (purchased service, subscription, provisioning, technical issue, billing)
  • Current dashboard status label
  • Approximate time (timezone CET/CEST)
  • Expected behavior vs actual behavior
  • Screenshots or invoice references (redact secrets)

Process

What happens after you report

A simple loop from report to follow-up — founders stay close on early deployments.

  • 1. Report

    Choose the right channel for severity. Include the prep checklist so we do not bounce for missing context.

  • 2. Triage

    We confirm receipt, classify severity, and identify whether the issue is commercial, provisioning, billing, or production behaviour.

  • 3. Resolve / guide

    AkkisTech operators fix configuration and runtime issues. Customers follow status and complete onboarding details when asked — no AI configuration required.

  • 4. Follow-up

    We confirm the issue is closed and note any commercial or rollout follow-ups.

Prefer self-serve answers first?

The FAQ covers product, setup, security, and packaging in depth. Support is here when you need a human.

Read FAQContact form