> ## Documentation Index
> Fetch the complete documentation index at: https://docs.amlok.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support overview

> Get help with AMLOK Insights, Signal, integrations, reporting, and billing.

Contact [support@amlok.tech](mailto:support@amlok.tech) for technical issues, product questions, or billing assistance. Use the client portal for payment methods, top-up settings, and cancellation. Enterprise clients can also use their dedicated account manager.

> **[Create a support ticket](https://docs.amlok.io/support/create-ticket.md)**
>
> Send an actionable request with the details needed to investigate.

> **[Service level agreement](https://docs.amlok.io/support/sla.md)**
>
> Review availability, response targets, coverage, and service concerns.

> **[Severity and escalation](https://docs.amlok.io/support/severity-and-escalation.md)**
>
> Choose the right priority and escalate a production incident.

> **[Troubleshooting](https://docs.amlok.io/support/troubleshooting.md)**
>
> Check common API, connection, monitoring, and billing issues.

> **[Account management](https://docs.amlok.io/support/account-management.md)**
>
> Use portal account controls or work with your enterprise account manager.

## Support coverage

Standard business hours are **Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time**, excluding Canadian federal statutory holidays. **P1 critical production incidents receive 24/7 coverage**. Requests can be submitted by email at any time; lower-priority response clocks run during business hours.

Your signed agreement takes precedence where it specifies different coverage or service levels. See the [SLA](https://docs.amlok.io/support/sla.md) for the standard terms.

## Protect customer information

Include request IDs and redacted diagnostic details. Do not email API keys, passwords, payment credentials, bank statements, or borrower identity documents. Support will arrange an authorized secure channel if sensitive evidence is needed.

For a suspected security or privacy incident, use the [incident-response process](https://docs.amlok.io/security/incident-response.md). Support response targets do not replace applicable incident-notification obligations.


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