1. Support Channels
Customers may contact Veera ID by email or phone:
2. Pilot Support
During a pilot, Veera ID provides reasonable setup and troubleshooting support for the agreed pilot desk, phone capture flow, AI extraction setup, and PMS push profile.
3. Paid Customer Support
Paid customers receive support for activation, setup questions, phone bridge issues, PMS typing profile adjustments, and product troubleshooting.
4. Customer Environment
Some issues depend on the customer's local PC, Windows permissions, network settings, browser behavior, PMS screen layout, or AI account configuration. We may ask customers to provide screenshots, logs, or remote session access where appropriate.
5. Response Targets
- Critical front desk blocker: best effort same business day.
- Standard support request: best effort within 1-2 business days.
- Feature requests and custom PMS mapping: scheduled by agreement.
6. Not Included Unless Agreed
- General PC repair or network administration.
- PMS vendor support unrelated to Veera ID.
- Custom integrations outside the agreed workflow.
- Legal, compliance, or data retention advice.