There is no support tier of outsourced agents reading from a script. When you email us, the reply comes from someone who works on the platform and can actually fix what you have found.
The main channel for everything. Include your agency name and we will find your workspace.
support@admitai.io →For Growth and Scale plans. Best for urgent operational questions during a working day.
Message us →Suspected breach, vulnerability or unauthorised access. Monitored outside business hours.
security@admitai.io →Erasure requests, DPAs, security questionnaires and vendor assessments.
privacy@admitai.io →These are contractual targets, referenced in our Terms of Service. First response means a human replying with an assessment, not an automated acknowledgement.
| Plan | Channels | First response | Hours | Named contact |
|---|---|---|---|---|
| Starter | 1 business day | Mon–Fri, 09:00–18:00 UK | — | |
| Growth | Email + WhatsApp | 4 business hours | Mon–Fri, 09:00–18:00 UK | — |
| Scale | Email + WhatsApp + phone | 2 business hours | Mon–Fri, 08:00–20:00 UK | ✓ |
| Critical incidents — all plans | Any channel | 1 hour | 24/7 | ✓ |
You do not need to assign a severity yourself — just describe the impact and we will classify it. If we get it wrong, say so and we will re-triage.
Nobody can log in, student data is inaccessible or visibly incorrect, or there is a suspected security breach.
Assessments will not generate, documents will not upload, applications cannot be submitted, or the Student Hub is not syncing.
A feature behaving oddly, a report formatting incorrectly, a validation flag that looks wrong.
How do I do X, please change a setting, we would like a new feature, can you add a corridor.
Most delay in support is one round-trip asking for detail. Five lines at the start usually saves a day.
Included in your one-time setup fee. There are no hourly consulting bills attached to any of this.
Your corridors, qualification threshold, document checklists and branding are set up. Existing student records and documents are migrated by us.
WhatsApp Business, email, calendars and any CRM integration are wired up and tested against real message flow.
Live sessions on your own cases rather than demo data, plus recorded walkthroughs your team can revisit and use for new starters.
You run on the platform properly while we monitor daily and fix friction as it appears. Then a review at the end of the month.
New counsellor joining? We will run a session for them at no charge. That does not stop after onboarding — training your people is not an upsell.
Included on Scale. We look at what you are actually using, what is being ignored, and where the remaining manual work is.
Every change to the platform is emailed to account admins before it ships. Nothing changes under your team without warning.
We target 99.5% monthly uptime. When we miss it, service credits are available under section 11 of our Terms of Service — you do not have to argue for them.
Scheduled maintenance is announced at least 48 hours ahead and runs outside UK business hours. Unplanned incidents are posted as we work on them, including the ones where the cause turns out to be embarrassing.
A live status page with historical uptime is coming with Phase 2. Until then, incidents are communicated by email to account admins and this panel is updated manually.
Email us with your agency name and what you were trying to do. A person who works on the platform will read it.