Support
Every Accubate user can reach a human. This page lists every way to contact us, when we are available, and how quickly you can expect a first reply.
How to get support
Raise a support case (recommended)
Every Accubate tenant has its own support form, so your request arrives with your organisation's context already attached:
https://<your-tenant>.accubate.app/ext/grievance/register
For example, users of the yoursite tenant (site id yoursite) raise cases at
https://yoursite.accubate.app/ext/grievance/register.
Replace yoursite with your own tenant's site id — it is the first part of the
address you use to sign in to Accubate.
You do not need to be signed in to submit the form. After submitting you receive a
reference number, and you can follow the case at
https://<your-tenant>.accubate.app/ext/grievance/<reference>/view.
Email support
Write to support@cunomial.com from any address. If you are not sure which tenant you belong to, email us — a case is created for you.
Knowledge base
These docs at docs.accubate.app are our knowledge base: getting started, data safety, integration setup and error references.
Phone and live support
Phone and live-chat support are available to organisations whose agreement includes them. Your administrator has the number and hours for your plan; if you are unsure, ask them or email us and we will confirm what your plan covers.
Support hours
Our support team operates Monday to Friday, 09:30 to 18:30 India Standard Time (IST, UTC+05:30), excluding Indian public holidays.
Cases raised outside these hours are queued and picked up at the start of the next working day.
First response commitment
We make commercially reasonable efforts to respond promptly and completely. Our maximum time to a first response is:
| Severity | What it means | First response within |
|---|---|---|
| Critical | Accubate is unavailable, or no user in your organisation can sign in | 4 business hours |
| High | A core workflow is blocked for many users and has no workaround | 8 business hours |
| Normal | A feature behaves incorrectly, or is blocked for a single user, with a workaround | 1 business day |
| Low | A question, a documentation gap, or a feature request | 2 business days |
A first response means a person has read your case and replied with either a resolution, the next diagnostic step, or a plan and an expected timeline. Business hours are the support hours stated above.
Enterprise agreements can carry different hours, contact channels and response commitments. Where your agreement and this page differ, your agreement applies.
What to include in a support case
Telling us these things up front usually removes a whole round trip:
- Your tenant (the first part of your Accubate address) and the email you sign in with
- What you were trying to do, and what happened instead
- The full address of the page, and the time it happened
- Any error message or reference code shown on screen, or a screenshot
- Whether it affects only you or several people
Integration and app support
Questions about connecting Zoom, Google Meet and Calendar, Microsoft Teams and Outlook Calendar, or Webex reach us through exactly the same channels above — a support case or support@cunomial.com. Start with the integrations guides, which cover connecting an account, choosing a meeting provider, and removing access.
For account, billing and refund questions, see Refunds & Cancellations.