Infrastructure-GradeReliability

Your knowledge infrastructure delivers verified, cited outputs. Our support ensures it stays resilient. Expert assistance for 280+ API endpoints, Nelo agent configuration, extraction pipelines, and knowledge graph operations.

Support Channels

Multiple ways to get help when you need it

24/7 Technical Support

Premium

Round-the-clock assistance for critical issues

Available for Enterprise customers

Live Chat

Standard

Instant help during business hours

Mon-Fri 9AM-6PM EST

Email Support

All Plans

Detailed technical assistance via email

Response within 24 hours

Phone Support

Pro+

Direct line to our technical experts

Business hours for Pro+ plans

Knowledge Base

Find answers to common questions and issues

Common Issues

API & Knowledge Graph Integration

Help connecting your systems to 280+ SapienStream API endpoints and the knowledge graph

Extraction & Knowledge Sync

Troubleshooting Deep Perception™ extraction pipelines and knowledge graph synchronization

Authentication Issues

Login problems and access management

Performance Optimization

Improving system response times and efficiency

Contact Support

Submit a support ticket for personalized assistance

Support Hours

Email Support24/7
Live Chat9AM-6PM EST
Phone Support9AM-5PM EST
Emergency Line24/7 Enterprise

Response Times

Critical1 hour
High4 hours
Medium24 hours
Low48 hours

Expert Team

Our support team includes:

  • • Industrial knowledge infrastructure engineers
  • • Nelo agent and extraction pipeline specialists
  • • Ontology engine and knowledge graph experts
  • • DevOps and platform infrastructure engineers

Still Need Help?

Our team of knowledge infrastructure specialists is standing by — from extraction pipeline tuning to Nelo agent configuration.