Support and escalation
How to get help when you need it, and how urgent issues are escalated.
Support is available through multiple channels. The right channel depends on urgency and issue type.
In-app help
The Help menu in the app opens the knowledge base, video library, and contact form. Most questions are answered by the knowledge base.
Email support
For non-urgent issues, email support@immpilot.com. Response targets: Solo — next business day; Practice — 4 business hours; Enterprise — 1 business hour.
Urgent issues
For production-affecting issues, use the Urgent button in the contact form. Urgent issues page the on-call engineer 24/7 for Enterprise workspaces and during business hours for Practice.
Dedicated success manager
Enterprise workspaces are assigned a named success manager for onboarding, quarterly reviews, and strategic support.