1. Contact channels
The primary channel is the authenticated contact form, where available. Direct channels are:
- general product and account support: support@diriai.com;
- invoices, charges, trial conversion and cancellation: billing@diriai.com;
- privacy rights and data: privacy@diriai.com;
- suspected vulnerabilities or incidents: security@diriai.com; and
- formal legal notices: legal@diriai.com.
Do not send passwords, full card numbers, security codes or unnecessary sensitive data. Support may request proportionate account verification before disclosing or changing protected information.
2. Support hours and languages
Support requests are processed on Czech business days, Monday–Friday, 09:00–17:00 Central European time, excluding Czech public holidays. Automated intake may accept a request at any time, but that is not 24/7 human coverage.
Standard support is offered in English and Czech. Slovak, Polish and German assistance may be provided on a best-effort basis. The contractual legal version is the effective locale and version identified at checkout; a machine translation does not replace it where precise consumer or privacy rights are involved. Paid checkout is offered only in a language that satisfies the requirements applicable to the customer and territory.
3. First-response goals
Targets are measured during the stated support hours and concern the first meaningful human response, not guaranteed resolution.
| Type | Example | First-response goal |
|---|---|---|
| Urgent security/privacy incident | credible active compromise or exposure | triage as soon as detected; first response within 4 business hours where reasonably possible |
| Time-sensitive billing | cancellation before trial/renewal, duplicate or clearly incorrect charge | within 1 business day |
| Account access or material service defect | unable to access a paid account, repeat failure of a core feature | within 1 business day |
| General, billing or technical question | usage, settings, invoice copy, ordinary defect report | within 2 business days |
| Accessibility request | barrier or alternative format | within 2 business days |
| Privacy rights request | access, deletion, objection or portability | acknowledgement within 5 business days; substantive response within the legal deadline |
Complex investigation, customer verification, provider dependency or missing reproduction steps can extend resolution. We will give a useful update rather than repeatedly closing an unresolved case.
4. Consumer complaints and digital-service defects
A complaint may be submitted through the support form or support@diriai.com. The customer should identify the account, feature, date/time, expected result, actual result and requested remedy. We will issue the legally required confirmation recording the complaint, its content and requested remedy.
A digital-service defect will be addressed within a reasonable time, considering the nature and purpose of the service, and without significant inconvenience to the consumer. A consumer may have rights to correction, a proportionate price reduction or termination as described in the Terms. Any shorter or more specific mandatory local deadline applies.
If the issue is not resolved, Czech consumers may use the Czech Trade Inspection Authority ADR process in the Legal Notice. A support process does not restrict regulator or court rights.
5. Priority and escalation
Priority considers paid access, security, data sensitivity, number of affected users, available workaround and legal deadline. A higher-priced plan does not reduce mandatory consumer or privacy rights. Duplicate tickets may be merged under one reference.
An unresolved case may receive specialist billing, security, privacy or legal review. Public-sector or regulated customers may require a separately signed support/SLA order; no such coverage is included by implication.
6. Support access to data
Support will use the least data and access needed. Privileged access should be time-limited, authorised and logged. A customer must not be asked to share a password. Attachments and diagnostic records follow the Privacy and Retention Policies.
7. No standard resolution guarantee
These targets are service goals, not an uptime SLA, guaranteed resolution time or promise that every third-party/provider issue can be fixed. Mandatory statutory remedies remain unaffected.
Version: 1.2.0. Date: 30 August 2026.