Skip to content
Han AI

Support & SLAs

Support is delivered directly by your engagement owner. There is no shared ticketing queue.

How to reach us

  • Telegram — the fastest route. Message your engagement owner directly, or use the dedicated support thread agreed at onboarding.
  • Email — hello@hanai.systems.

Response targets

Response targets are set per engagement in your SOW. As a baseline:

  • Major issue (system down, blocking your work) — same business day.
  • Minor issue (degraded behaviour, cosmetic) — within two business days.

Multi-brand engagements receive tightened targets agreed in writing.

Hours

Business hours are Monday to Friday, Indochina Time (UTC+7). Out-of-hours response for major issues is best-effort.

Escalation

If a major issue is not getting the response you expect through the primary channel, escalate to hello@hanai.systems and mark the subject ESCALATION.

Security reports

For a suspected security issue, contact your engagement owner and mark the message urgent. See incident process for what happens next.

For questions about the MSA, DPA, AUP, or AI Use Disclosure, contact legal@hanai.systems.

See also