We're Here to Keep Your AI Running 24 × 7
Mission-critical finance, healthcare, government, and supply-chain workloads demand instant answers. Our support engineers have your back—around the clock, around the globe
Customer Support
Support Scope & Service Levels
- •24 × 7 Critical-Incident Hotline – P1 issues answered in < 15 minutes, resolution work begins immediately.
- •Business-Hours Technical Support – P2/P3 tickets acknowledged within 4 business hours, updates every 24 hours until closure.
- •Dedicated Customer Success Manager – Assigned for Enterprise plans to align road-map, adoption, and quarterly health checks.
- •Security & Compliance Escalations – Direct route to CISO office for data-handling or audit questions (SOC 2, ISO 27001, HIPAA, MAS, etc.).
How to Reach Us
- •Support Portal – Upload logs, screenshots, or diagnostic bundles to accelerate triage.
- •Email – support@gaussian.au (auto-creates a ticket).
- •Hotline – Region-specific numbers for APAC, EMEA, and Americas.
- •Service-Status Dashboard – Real-time uptime and maintenance notices, subscribe to SMS/e-mail alerts.
Self-Service Resources
- •Knowledge Base – Step-by-step guides, run-book templates, and best-practice architectures.
- •Release Notes – Monthly updates on new features, bug fixes, and deprecation timelines.
- •API & SDK Docs – Swagger and code samples to speed integration.
- •Training Hub – Video tutorials and certification tracks for admins, developers, and security teams.
Onboarding & Proactive Care
- •White-Glove Onboarding – Architecture review, security checklist, and performance tuning before you go live.
- •Quarterly Executive Briefings – ROI metrics, upcoming features, and industry benchmarks.
- •Health-Bot – Optional Slack / Teams app that surfaces anomaly alerts and knowledge-base articles inside your collaboration tool.
Customer Obligations
To speed resolution, we ask customers to:
- •Maintain a named technical contact list.
- •Provide secure remote access or sanitized data samples for troubleshooting.
- •Keep platform components on supported versions.
Trust & Safety
- •Data Privacy: We never view customer data unless you explicitly grant temporary, audited access.
- •Secure Handling: All ticket metadata is stored in an ISO 27001 and SOC 2 Type II–certified environment.
- •Compliance Mapping: Support procedures align with HIPAA, GLBA, and local regulations (MAS, OJK, HKMA, APRA).
Ready for help?
Submit a new request through our Support Portal and a Gaussian engineer will respond shortly.