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Contact Support

Get help from the Schatzi AI team when you need assistance.

Support Channels​

Email Support​

Primary contact method for detailed issues

Email: [Support email to be added]

Best for:

  • Technical issues requiring investigation
  • Billing and account questions
  • Feature requests
  • Bug reports
  • Security concerns
  • Data rights requests

Expected response time: Within 1–2 business days

Priority: Basic plan subscribers receive priority support

Contact Form​

Quick web-based support requests

Contact Form: schatziai.ch/contact

Best for:

  • General inquiries
  • Quick questions
  • Feedback
  • Partnership inquiries

Expected response time: Within 2–3 business days

Documentation​

Self-service resources available 24/7

This Documentation Site: All guides and tutorials

Best for:

  • Learning how to use features
  • Troubleshooting common issues
  • Understanding concepts
  • Finding best practices

How to Write a Good Support Request​

Include Essential Information​

Help us help you faster by including:

1. Clear Description of the Issue​

What happened:

Example:
"When I try to upload a PDF file, the upload progress 
reaches 50% and then stops. I've waited 10 minutes but 
nothing happens."

2. Steps to Reproduce​

What you did:

Example:
1. Logged into my account at 2:00 PM on Nov 15
2. Started new conversation
3. Selected "Document Analysis" model
4. Clicked upload button
5. Selected "Q3_Report.pdf" (15 MB)
6. Upload bar stopped at 50%

3. Expected vs. Actual Result​

What you expected and what happened instead:

Expected: File uploads and appears in conversation
Actual: Upload stops at 50%, no error message, file 
doesn't appear

4. Technical Details​

Browser and System Information:

  • Browser: Chrome 120.0 / Firefox 121.0 / Safari 17.0
  • Operating System: Windows 11 / macOS 14 / Ubuntu 22.04
  • Device: Desktop / Laptop / Tablet / Mobile

Account Information:

  • Subscription plan: FREE / LIGHT / BASIC
  • Account email: your@email.com
  • Approximate usage this month

5. Screenshots or Error Messages​

If applicable:

  • Screenshot of the issue
  • Error messages (exact text)
  • Console errors (if technical user)

How to take screenshots:

  • Windows: Win + Shift + S
  • Mac: Cmd + Shift + 4
  • Most browsers: Right-click > Inspect > Console tab for errors

Response Times​

Standard Support​

All users

  • Email/Form: 1–2 business days
  • Simple inquiries: Often same-day response
  • Complex issues: May require additional follow-up

Priority Support​

Basic plan subscribers

  • Email: Within 1 business day
  • Critical issues: Same-day response when possible
  • Dedicated follow-up: Until issue is resolved

Business Hours​

Swiss business hours (CET/CEST)

  • Monday – Friday: 9:00 AM – 5:00 PM
  • Closed: Weekends and Swiss public holidays

What to Expect​

Initial Response​

We'll acknowledge your request and:

  • Confirm we received it
  • Provide ticket/reference number (if applicable)
  • Ask for clarification if needed
  • Give estimated resolution time

Investigation​

For technical issues:

  • We'll reproduce the issue
  • Review system logs
  • Test potential solutions
  • May ask for additional information

Resolution​

We'll provide:

  • Clear explanation of the issue
  • Solution or workaround
  • Steps you need to take (if any)
  • Prevention tips for future

Follow-up​

We'll check:

  • That solution worked
  • If you need additional help
  • If you have questions
  • Your satisfaction with support

Types of Support Requests​

Technical Issues​

Examples:

  • Login problems
  • Upload failures
  • Performance issues
  • Feature not working
  • Error messages

What to include:

  • Detailed steps to reproduce
  • Screenshots
  • Browser/system info
  • Error messages

Account & Billing​

Examples:

  • Subscription changes
  • Payment issues
  • Billing questions
  • Invoice requests
  • Plan upgrades/downgrades

What to include:

  • Account email
  • Billing date
  • Transaction details (if relevant)
  • Desired changes

Usage & Optimization​

Examples:

  • Token usage questions
  • Model selection advice
  • Workflow optimization
  • Cost management
  • Best practices

What to include:

  • Current usage patterns
  • Specific use cases
  • Goals and constraints
  • Current challenges

Data & Privacy​

Examples:

  • Data protection questions
  • Privacy concerns
  • Data deletion requests
  • GDPR/FADP inquiries
  • Security questions

What to include:

  • Specific concerns
  • Regulatory requirements
  • Account information
  • Documentation needs

Feature Requests​

Examples:

  • New model requests
  • Interface improvements
  • Integration needs
  • Workflow features

What to include:

  • Use case description
  • How it would help
  • Current workarounds
  • Priority for your work

Before Contacting Support​

Try These First​

  1. Check Documentation

  2. Basic Troubleshooting

    • Refresh the page
    • Clear browser cache
    • Try different browser
    • Check internet connection
    • Verify token limits

  3. Review Recent Changes

    • Did you change any settings?
    • Update browser recently?
    • Change subscription plan?
    • Modify account details?

Emergency Support​

Critical Issues​

For urgent, service-affecting problems:

Definition of critical:

  • Complete service outage
  • Data security concern
  • Billing error causing service disruption
  • Account compromise

How to escalate:

  1. Email with subject: "[URGENT]"
  2. Clearly state it's critical
  3. Explain business impact
  4. Include all relevant details

Response time: Within 4 hours during business hours

Only for True Emergencies

Please reserve urgent escalation for truly critical issues. Non-critical issues marked as urgent may delay response to actual emergencies.

Support Best Practices​

Do's ✅​

  • Be specific and detailed
  • Include screenshots when relevant
  • Provide step-by-step reproduction
  • Be patient and professional
  • Follow up if you don't hear back within stated timeframe
  • Try suggested solutions and report back

Don'ts ❌​

  • Don't send multiple requests for same issue
  • Don't share passwords or sensitive credentials
  • Don't expect instant responses (we're not 24/7 yet)
  • Don't mark everything as urgent
  • Don't include sensitive client data unnecessarily

Feedback & Suggestions​

We Want to Hear From You​

Product Feedback:

  • Feature requests
  • User experience improvements
  • Documentation suggestions
  • New model requests

How to share:

  • Email us your ideas
  • Be specific about use cases
  • Explain the benefits
  • Suggest priority

What happens:

  • We review all feedback
  • Prioritize based on user needs
  • Consider for roadmap
  • May contact you for details

Additional Resources​

Community Resources​

  • Main Website: schatziai.ch
  • Blog/Updates: Check website for announcements
  • Status Page: [If available] Check service status

Documentation​

Legal & Privacy​

Support Ticket Example​

Good Support Request ✅​

Subject: PDF Upload Fails at 50% Progress

Description:
I'm unable to upload PDF files to my conversations. The 
upload progress bar reaches approximately 50% and then 
stops indefinitely.

Steps to Reproduce:
1. Logged into account (patrick@example.com)
2. Created new conversation at 2:30 PM on Nov 15, 2025
3. Selected "Document Analysis" model
4. Clicked upload button and selected "Report_Q3.pdf"
5. Upload started, reached 50%, then froze
6. Waited 15 minutes with no progress

Expected: File uploads successfully
Actual: Upload freezes at 50%, no error message

Technical Details:
- Browser: Chrome 120.0.6099.109
- OS: macOS 14.1.1 (Sonoma)
- File: Report_Q3.pdf, 12.3 MB, created in Adobe Acrobat
- Plan: LIGHT
- Internet: Stable 100 Mbps connection, other uploads work fine

Troubleshooting Tried:
- Refreshed page (issue persists)
- Tried in Safari (same problem)
- Checked token limits (not exceeded)
- Tried smaller 2MB PDF (works fine)

Attachments:
- Screenshot of frozen upload bar
- Console error logs (see attached)

This is blocking my work on an important client report 
due tomorrow. Any help would be appreciated.

Thank you,
Patrick

Why This is Good:​

  • Clear, specific description
  • Detailed reproduction steps
  • All technical information included
  • Screenshots provided
  • Shows troubleshooting attempts
  • Professional tone
  • Explains impact/urgency appropriately

Contact Information Summary​

MethodBest ForResponse Time
EmailTechnical issues, billing1-2 business days
Contact FormGeneral inquiries2-3 business days
DocumentationSelf-service helpImmediate
Urgent IssuesCritical problems only4 hours
Get Faster Help

The more detailed and specific your support request, the faster we can resolve your issue. Include all relevant information in your initial message.

Primary Support Contact:

  • Email: [Support email address - to be added]
  • Web: schatziai.ch/contact
  • Location: Switzerland
  • Hours: Monday-Friday, 9 AM - 5 PM CET/CEST