> ## Documentation Index
> Fetch the complete documentation index at: https://docs.anny.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Policy

> How to get help from the anny support team, what support covers, and which services depend on your plan.

This page describes how to get help from the anny support team, what is included in support, and which services depend on your plan.

## Who can contact support?

Support is available for paying organizations. Always get in touch as an **organization** (admin account), not as an end customer.

<Warning>
  anny does not offer direct support for your organization's end customers. If your customers have questions about a booking, please contact our team yourself and pass the answer on.
</Warning>

## Channels

| Channel                 | Availability    | Description                                                                                                                                                                    |
| ----------------------- | --------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Emma (AI assistant)** | All plans, 24/7 | Our AI assistant answers product questions instantly and at any time. Available via the help widget in the admin area.                                                         |
| **Email**               | From Essential  | Write to [support@anny.co](mailto:support@anny.co). You will first receive an automatic reply from Emma. If that is not enough, your request is forwarded to the support team. |
| **Phone**               | From Business   | Phone support for complex requests. Available during business hours (Mon to Fri, 9:00 to 17:00 CET).                                                                           |
| **Dedicated contact**   | Enterprise      | A personal account manager with a direct line.                                                                                                                                 |

## Support per plan

|                           | Free/Trial | Essential | Professional | Business             | Enterprise          |
| ------------------------- | ---------- | --------- | ------------ | -------------------- | ------------------- |
| Emma (AI assistant)       | ✓          | ✓         | ✓            | ✓                    | ✓                   |
| Email support             |            | ✓         | ✓            | ✓                    | ✓                   |
| Response time             |            | 48h       | 24h          | 12h (business hours) | 4h (business hours) |
| Phone support             |            |           |              | ✓                    | ✓                   |
| Dedicated contact         |            |           |              |                      | ✓                   |
| Onboarding support (paid) |            | ✓         | ✓            | ✓                    | included            |

## What is included in support?

Our support covers:

* Questions about using and configuring anny
* Help with billing and payment issues
* Error messages and platform bugs
* Support with account and user management
* Help with integrations (calendar, SSO, smart locks, HR tools)
* Workarounds for known limitations

## What is not included in support?

The following is outside our support scope:

* **Setup and configuration**: The initial setup of your account is not included in support. We offer paid onboarding packages that guide you through the initial setup. Get in touch if you are interested.
* **Individual customizations**: Programming or configuration that goes beyond the standard features.
* **Third-party issues**: Errors in external systems (e.g. identity providers, smart lock hardware).
* **End customer support**: We do not answer requests from your customers directly. Support always runs through the organization's admin account.

<Tip>
  Would you like help with the initial setup? Our paid onboarding packages include personal guidance, a setup review, and best-practice advice. Contact us at [support@anny.co](mailto:support@anny.co) for a quote.
</Tip>

## Emma: your AI assistant

Emma is our AI-powered support assistant and your first point of contact for all questions about anny. She knows the entire help center and answers product questions instantly, around the clock.

Here is how to reach Emma:

* Via the **support chat button** in the admin area
* By email to [support@anny.co](mailto:support@anny.co) (the first reply comes automatically from Emma)

If Emma cannot solve your question, she automatically forwards you to the human support team.

## How to report a problem

So we can help you quickly, please provide the following info:

1. **Your organization** (account name or the URL of your booking page)
2. **A description of the problem** (What happens? What do you expect instead?)
3. **Steps to reproduce** (Which clicks lead to the problem?)
4. **Screenshots or screen recordings** (if available)
5. **The affected resource/booking option** (if relevant)

<Info>
  In the event of system disruptions, we inform you proactively via our [status page](https://status.anny.co).
</Info>