Support policy
Support at HAQQ has three layers: where you go, what your plan entitles you to, and what the contract commits to. They answer different questions, and it is worth knowing which one you are relying on.
Where to go first
The front door is Justice, HAQQ’s AI support agent. Justice answers in seven languages, replies immediately, and can explain how any part of the product works. She is available on the marketing site and in the app once you are signed in.
Justice does not handle account and money questions, and that is deliberate rather than a limitation. Refunds, payment failures, wrong invoices, locked accounts, login resets, password resets, account deletion, cancellation and billing disputes are all routed straight to a human handoff instead of being answered by the agent. When that happens you get a “Talk to a HAQQ expert” card; the team typically replies within a few hours.
Prefer email, or need a written record? Write to support@haqq.ai — that mailbox is the support queue, and it is the right address for account, billing and access problems. You can also contact the team on haqq.ai.
What each plan includes
Support and onboarding are part of the plan comparison, so the channel and the target first response move with the tier. These are the HAQQ Legal AI tiers.
| Plan | Support channel | Onboarding |
|---|---|---|
| Free | Community forum | Self-serve + guides |
| Starter | Email (48 hr) | Self-serve + guides |
| Pro | Priority email (24 hr) | Guided setup call |
| Business | Dedicated CSM + phone | Dedicated onboarding manager |
| Enterprise | 24/7 + legal consultant | White-glove deployment |
Enterprise additionally carries a custom SLA, complimentary data migration, on-premise deployment and up to 100 hours of product customization.
Contractual response targets
The plan matrix is a commercial promise. The Terms of Service carry the binding one, and they measure a different thing: first response by severity, not by plan.
| Severity | What it means | Target first response |
|---|---|---|
| Severity 1 | Critical production outage | 1 hour, then continuous effort until restored or worked around |
| Severity 2 | Major functionality impaired | 4 business hours |
| Severity 3 | Degraded performance or a non-critical defect | 1 business day |
| Severity 4 | General question or feature request | 3 business days |
These are response targets, not guaranteed resolution times, and they apply unless a product-specific SLA says otherwise. Read them alongside the plan table rather than instead of it: the plan table tells you which channel answers, the severity table tells you how fast a first reply is owed once the case is open.
Availability and service credits
HAQQ commits to using commercially reasonable efforts to maintain 99.5% monthly availability for core functionality, excluding permitted downtime. Maintenance carries 48 hours’ notice where feasible.
If availability falls below that target, the remedy is a service credit: 5% of the monthly subscription fee for the affected product for each full percentage point below target, capped at 25% of that month’s fee. It must be requested in writing within 30 days of the end of the affected month, and it is the exclusive monetary remedy for an availability shortfall.
Elite Support
Elite Support is a premium tier bought separately through an order form or proposal, not something a plan includes. It supplements standard support and can add faster responses, senior resources, an escalation path, customer success management, health reviews, enablement sessions and release coordination.
What Elite Support does not cover:
- Customization services and custom development
- Data migration and large-scale implementation
- Legal advice
- On-site staffing
- Support for third-party products
It is billed as a subscription add-on and renews with the base subscription unless cancelled with 30 days’ written notice. Customers are expected to keep support contacts current, follow the case submission process, classify severity accurately and help with troubleshooting.
Response-time figures used elsewhere
HAQQ publishes several different response-time promises across the site. They are not contradictory so much as unreconciled, and it is worth knowing which one applies before you quote it to a client.
| Figure | Where it appears |
|---|---|
| Under 24 hours | Contact page statistic |
| Within 24 hours | FAQ answer on response times |
| Within one business day | Contact form confirmation, press contact note |
| Within a few hours | The handoff card Justice shows |
| 48 hr / 24 hr | Plan matrix, Starter and Pro |
See also FAQ and Subscription plans.