Support & Service Levels
Last updated: November 22, 2025
How to reach the Akangbou support team, what response times to expect, and how we escalate urgent issues.
Contact Channels
- Support portal: support.akangbou.com (best for tracking ticket history).
- Email: help@akangbou.com for general issues, billing@akangbou.com for invoices, events@akangbou.com for reservation questions.
- Live chat (weekdays 9am–6pm ET) inside the dashboard.
Response Targets
Critical (P1)
Platform outage, security incident, or payment failure affecting many users.
- Acknowledgement within 1 hour.
- Updates every 2 hours until resolved.
High (P2)
Single customer blocked (payout stuck, reservation capture issue).
- First response within 4 business hours.
- Resolution target 1 business day.
Normal (P3)
How-to questions, configuration help, product feedback.
- First response within 1 business day.
- Resolution target 3 business days.
Escalations
- If a ticket misses its SLA, it auto-escalates to the duty manager and you will be notified.
- Enterprise customers can nominate up to three incident contacts who receive priority hotline numbers.
- For influencer program or marketplace issues, we loop in the respective program owners immediately.
Maintenance Windows
We deploy continuously, but occasionally schedule maintenance that may impact reservations or waitlist capture. Planned downtime is announced at least 48 hours in advance via the status page and in-app banner. Emergency fixes may happen outside of the window if security is at risk.
Status & Transparency
- Subscribe to status.akangbou.com for real-time updates.
- Post-incident reports are published for all P1 / P2 events within five business days.
- Feature deprecations or contractual changes are communicated at least 30 days prior.