Support & SLA
How to get help, what to expect, and where to look first.
Before you reach out
Most answers are already here:
- FAQ — billing, limits, compatibility, data.
- API reference — every endpoint, field and error.
- Status page — is it us or your call? Check live service health first.
- Errors — what each status code means and whether to retry.
Contact
One inbox for everything — contact@theaimart.co:
| Topic | Notes |
|---|---|
| General help, billing, account | Anything about using AIx. |
| Vulnerability reports | Add “security” to the subject. |
| Reporting abuse | Add “abuse” to the subject. |
| Volume pricing, enterprise, custom terms | Add “sales” to the subject. |
When emailing about a failed request, include the timestamp, the model id, the HTTP
status code and error.type — never your full API key (a key fingerprint is fine).
Response targets
These are good-faith targets, not contractual guarantees on standard accounts. Enterprise agreements can include a formal, signed SLA with defined response and uptime commitments.
| Severity | Example | Target first response |
|---|---|---|
| Critical | Production down, billing incorrect | within hours, business days |
| Normal | A call behaving unexpectedly | ~1 business day |
| Low | Docs, feature requests | best effort |
Reliability
The platform is built for resilience — multi-provider failover, a circuit breaker, and prepaid billing that never silently loses a charge (see Routing & failover and Billing model). Live health is published on the status page.
Enterprise
Need a signed SLA, higher rate limits, invoicing, a private model set, or data-handling commitments? Email contact@theaimart.co with “sales” in the subject.