LegalFor business customers
Support and service levels
This page describes how we support businesses that use Diallo: how to reach us, how quickly we aim to respond and how we handle incidents and maintenance. The response times below are targets we work to, not guarantees.
Last updated: 14 October 2026
1. How to reach support
- Email: envmotion@gmail.com — for every question, from setup to billing.
Support works on business days in Georgia, 10:00–19:00 Tbilisi time. Messages sent outside these hours are answered on the next business day; critical incidents (see below) are looked at as soon as we see them.
2. Severity and response targets
| Severity | Examples | First response |
|---|---|---|
| Critical | Agents do not answer calls; the dashboard is unavailable for everyone in the workspace | Within 2 hours during support hours |
| High | A key feature does not work: requests are not created, bookings do not reach the calendar | Within 1 business day |
| Normal | A question, a change to the agent’s instructions or knowledge, a billing question | Within 2 business days |
| Low | A wording issue, an improvement suggestion | Within 5 business days |
The first response confirms that we are working on the problem and tells you what we know. We keep you informed until it is resolved.
3. What to include in a request
- the name of your workspace and of the agent;
- what happened and what you expected;
- the date and time of the call and, for a phone call, the number it came from — not the content of the call;
- a screenshot of the error, if there is one.
Never send passwords or card details by email: we will never ask for them.
4. Planned maintenance
We carry out planned work at night, Tbilisi time, when businesses receive the fewest calls. If it may interrupt calls, we tell you at least 48 hours in advance by email or in the dashboard. Urgent security fixes may be applied without notice; we will explain afterwards.
5. Incidents
We monitor the voice servers, the API and the database. When something breaks, we restore calls first and investigate after. For an incident that affected your calls we will tell you what happened, how long it lasted and what we changed. If personal data was affected, the Data processing agreement applies.
6. What is outside our control
- your telecom operator and the phone line connected to the agent;
- your internet connection and devices;
- the tools you connect — Google Calendar, a CRM, Telegram — and their availability;
- the general availability of our cloud and AI providers.
We help find the cause in these cases too, but cannot fix someone else’s system.
7. Compensation
The service is provided as described in the Terms of service. There are no service credits or other compensation for downtime unless a separate signed contract provides for them. If something goes wrong because of us, write to us and we will look for a fair solution.