Getting Support
AI CTRL routes different kinds of questions to different people. This article covers which route to take, and what to include so you get a useful answer on the first reply.
Which route do I take?
Two doors: a support ticket, or your AI Client Success Manager. Anything that needs work from us starts as a support ticket; we route it internally from there.
| What you need | Where it goes |
|---|---|
| The platform is down, or nobody can sign in | Support ticket (call the hotline if it's urgent) |
| Someone can't access something they should be able to | Support ticket |
| An error you can reproduce | Support ticket |
| Help building or fixing a custom model, template, or skill | Support ticket, routed to our delivery engineers |
| Setting up alert rules or compliance platform access | Support ticket, routed to our delivery engineers |
| A custom tool or a connector that isn't on the standard list | Support ticket, routed to our delivery engineers, scoped separately |
| Training, enablement, or rolling out to a new team | AI Client Success Manager |
| Questions about credits, consumption, or your plan | AI Client Success Manager |
| A feature request, or "is this on the roadmap?" | AI Client Success Manager |
Every request above starts as a support ticket. Some are handled by our support team; others are routed to our delivery engineers once they reach us. That routing happens on our side: you raise one ticket, and updates come back through it either way.
Your AI Client Success Manager owns everything about getting more value out of the platform: adoption, training, and what to build next.
If you aren't sure which of the two you need, open a support ticket. It gets routed internally rather than bounced back to you.
When support is available
Ticket support is staffed Monday through Friday, 7:00 AM to 7:00 PM ET. You can submit a ticket at any time (the portal and the email address never close), and anything that arrives outside those hours is picked up the next business morning.
Outages are the exception: business hours don't apply to them. See Urgent issues below.
The practical rule: if it's broken for everyone, call. If it's broken for one person or one thing, open a ticket.
Opening a ticket about AI CTRL
Before you can open a ticket: you need an account in the Support Management Console with the Requests permission applied. If you don't have that permission (or you aren't an SMC user at all), contact an administrator at your organization first. They can get you set up, or raise the ticket on your behalf.
Include as much of this as applies. It's usually the difference between one reply and four.
- Which model, and whether it's a custom model or a standard one
- A link to the conversation. Share the chat and paste the link into the ticket. It's a read-only snapshot, and it's the single most useful thing you can attach.
- What you expected versus what happened
- When it happened, if it isn't happening right now
- Whether it happens every time or happened once
Before you attach anything: a shared conversation includes everything in it. If the chat contains client data, personal information, or anything else sensitive, describe the problem instead of sharing the conversation.
Support channels
| Channel | Contact | Available |
|---|---|---|
| Knowledge base | kb.expedient.com | Always |
| Support Management Console | support.expedient.com | Mon–Fri, 7:00 AM–7:00 PM ET; submissions accepted any time |
| service-request@expedient.com | Mon–Fri, 7:00 AM–7:00 PM ET; submissions accepted any time | |
| Phone | 888-227-9400 | Any hour, any day |
The Support Management Console is also where you track tickets and ongoing projects, submit configuration requests, raise security questions, and coordinate maintenance windows.
Urgent issues
Create a ticket, then call the Expedient Operations Support Center (OSC) Hotline at 888-227-9400. The ticket gives the team something to work from; the call makes sure it's picked up immediately. The hotline is answered at any hour, on any day, and an outage reported by phone reaches an on-call escalation path regardless of when it happens.
Who does what
Expedient maintains the platform, manages the model connections, and handles the underlying infrastructure. Your administrators manage users, access, and the assets your organization builds. The full breakdown is in the Responsibility and Accountability Matrix on the service overview page.