Contact

The portal is actively maintained. Here's who to reach by the kind of issue you're having.

Routine support

For day-to-day questions:

• Account access (can't log in, password reset, 2FA reset) — your CIC contact
• Billing questions (invoice line items, payment method updates) — your CIC contact
• Member changes (invite, remove, role change) — your CIC contact, or do it yourself if you have permission
• Playbook updates — your CIC contact, or edit yourself if you have permission

Your CIC contact is the same person who introduced you to the portal — typically your account manager or supervisor.

Urgent issues

For things that affect your ability to get calls handled:

• Calls aren't reaching CIC — your CIC supervisor immediately
• Recordings missing for a recent call — your CIC contact, with the call ID
• Dashboard data clearly broken — your CIC contact

These are escalated to admins quickly.

Bug reports & feature requests

• A specific bug — your CIC contact, with steps to reproduce and the affected record (call ID, invoice number, etc.)
• A feature you'd like — your CIC contact, with the use case and how often you'd use it
• Documentation issues — your CIC contact, or open a PR against this repo's docs/ directory

API integrations

For integrators using the API:

• Authentication / token issues — your CIC contact for credentials; engineering for token revocation
• Endpoint behavior questions — your CIC contact, who can route to engineering if needed
• Rate-limit or capacity concerns — flag to your CIC contact in advance

Security incidents

• Suspected unauthorized access to your account or your company's data — contact CIC immediately. We'll review the audit log and take action.
• Phishing emails claiming to be from CIC — do not click. Report to your CIC contact with the email forwarded as an attachment.

Feedback on this documentation

This documentation site lives at docs.cicops.ai (opens in a new tab). The source is in the customer-portal repository under docs/. To suggest improvements:

• Pass the suggestion through your CIC contact
• Or open a pull request directly if you have repo access

Improvements are welcome — these docs only get better with real user feedback.

Response times

We don't publish formal SLAs in this guide, but:

• Urgent operational issues — same-business-day response
• Routine support — within one business day
• Feature requests — acknowledged within a week, prioritized as part of normal product planning