If you have a question or run into an issue in Zal.ai, our Support Team is here to help! This article explains how to submit a support request and outlines the response times you can expect based on the urgency of your inquiry.
This article contains the following sections:
How to Submit a Request
There are two ways to contact Zal.ai's Support Team: 1) using in-app chat or 2) sending us an email.
In-App Chat 💬
You can contact Support directly from within your Zal.ai account using the in-app support widget, located in the bottom, right-hand corner of the page.
- Start by providing a few keywords describing your question or issue. Based on what you share, it will instantly recommend relevant Help Center articles that may solve your problem right away.
- If the suggested articles don’t help—or if no relevant resources are found—the bot will guide you through submitting a support ticket. Include clear details and, when helpful, screenshots to describe your question or issue. The more context you provide, the faster we can help!
- Once your ticket is submitted, our team will follow up with you via email.
Email 📧
You can also email us directly at help@zal.ai. In your email, please include as much detail as possible about your question or issue. When applicable, attach screenshots or a short screen recording so we can better understand what’s happening and resolve your request more quickly.
Urgency Levels & Response Times
We prioritize requests based on urgency to ensure critical issues are addressed as quickly as possible. Below are the response times we aim to adhere to.
| Urgency Level | Description | Target Response Time |
| 🔴 Critical | This issue is preventing important work from moving forward. Core platform functionality is impacted and requires immediate attention. | 1 business day |
| 🟡 High | Work is continuing, but this issue is causing noticeable delays or reduced efficiency in day-to-day operations | 1-2 business days |
| 🟢 Low | This is an informational inquiry or a non-urgent request that does not impact current workflows. | 2 business days |
Things to keep in mind
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We’re a small (but mighty) team, and ticket volume or complexity may occasionally impact response times. That said, we are committed to responding to every request as quickly and thoughtfully as possible.
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Business days are defined as Monday through Friday, excluding federal US holidays.
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The response times listed above are targets we aim to meet. While we do our best to respond within these timeframes, they are not contractual guarantees.
- Support processes and response time targets are subject to change as we scale and refine our operations.