How to reach IntuigenceAI support
Support for the IntuigenceAI Industrial Workers workload is provided directly by IntuigenceAI. Customers do not need to open a Microsoft support case for issues originating in this workload — contact us using the channels below and we will own the issue to resolution.
Customer support
Product questions, defects, configuration help, and all severity levels.
support@intuigence.aiSecurity & vulnerability reports
Suspected vulnerabilities, security incidents, and responsible disclosure.
security@intuigence.aiIn-product help
The Help entry point inside the workload links to this page and to the product documentation.
Product documentationWhat support covers
- ✓In scope
Defects and outages in the IntuigenceAI Industrial Workers workload; Data Catalog and Intelligent Board item behavior; document, P&ID and datasheet ingestion; AI Plant Support Engineer (PAM) responses and grounding; authentication and consent issues specific to the IntuigenceAI Microsoft Entra application; and installation or enablement guidance for Fabric administrators.
- —Out of scope
Microsoft Fabric platform incidents (capacity, workspace, OneLake and Entra platform availability) are handled by Microsoft support; the Fabric tenant setting Users can see and work with additional workloads not validated by Microsoft; customer-side network, firewall or private endpoint configuration; and interpretation of engineering content beyond the source documents the customer supplied.
- ⇄Shared
Where an issue spans both the workload and the Fabric platform, IntuigenceAI will engage Microsoft on the customer's behalf and remain the single point of contact for the customer until resolution.
Raising a support case
Email support@intuigence.ai. To let us begin work immediately, include:
- The Fabric tenant ID and workspace name where the issue occurred.
- The item type and name (Data Catalog or Intelligent Board) and, where available, the item ID from the browser URL.
- The correlation ID shown in the error banner, if one was displayed.
- The UTC timestamp of the failure and a description of the expected versus observed behavior.
- Your assessment of business impact, which we use to set the initial severity.
You receive an acknowledgement with a case reference on receipt. Severity is confirmed jointly with you on first response and may be adjusted as impact becomes clearer.
Severity definitions and response commitments
The times below are initial response targets — the point at which a named IntuigenceAI engineer has acknowledged the case and begun investigation. They are not resolution times; resolution depends on the nature of the defect, and we provide progress updates at the cadence shown until the case is closed.
| Severity | Definition | Initial response | Update cadence | Coverage |
|---|---|---|---|---|
| Sev 1 | Critical. The workload is unavailable or unusable for all users in a tenant, or there is confirmed or suspected data loss or data exposure. No workaround exists. | 1 hour | Every 4 hours | 24×7×365 |
| Sev 2 | High. A major capability is degraded or unavailable — for example ingestion consistently failing, or PAM unable to answer against an indexed catalog — and no practical workaround exists. | 4 business hours | Daily | Business hours |
| Sev 3 | Medium. A capability behaves incorrectly or is partially impaired, and a documented workaround exists. Normal business operation continues. | 1 business day | Every 3 business days | Business hours |
| Sev 4 | Low. Product questions, documentation clarifications, cosmetic issues, and feature requests. No operational impact. | 2 business days | As agreed | Business hours |
Coverage hours
| Severity 1 | 24 hours a day, 7 days a week, 365 days a year, including public holidays. |
| Severity 2, 3 and 4 | Monday to Friday, 09:00–18:00 US Pacific Time, excluding US public holidays. |
| Business hour definition | A business hour is an hour falling inside the Severity 2–4 coverage window. A case raised outside that window starts its response clock when the window next opens. |
| Language | Support is provided in English. |
Availability target
IntuigenceAI targets 99.9% monthly availability for the IntuigenceAI-operated services that back the Industrial Workers workload, measured per calendar month and excluding announced scheduled maintenance windows.
This target covers services IntuigenceAI operates. It does not extend to the availability of Microsoft Fabric itself, of OneLake, or of Microsoft Entra ID, which are governed by Microsoft's own service level agreements.
Escalation path
If a case is not progressing to your satisfaction, escalate at any time — you do not need to wait for a response target to be missed.
- 1Reply on the case
Reply to the case thread at support@intuigence.ai with the word ESCALATE in the subject line. This routes the case to the on-call support lead.
- 2Support lead review
The support lead reviews severity, ownership and the plan of record, and responds with a revised plan within one business day (within 2 hours for Severity 1).
- 3Executive escalation
Unresolved escalations reach the IntuigenceAI engineering leadership team via Abdurrahman.Balsus@Intuigence.ai, who owns the customer outcome through to closure.
Service health and incident communication
IntuigenceAI operates continuous monitoring, alerting and on-call response across every region that serves the workload. Availability, error rate, ingestion throughput and response latency are tracked per region, and automated alerts page the on-call engineer directly.
How incidents are communicated
- Active incidents affecting a customer tenant are communicated by email to that tenant's registered administrator and to any open case contacts, with updates at the Severity 1 cadence above.
- Post-incident reviews are provided on request for any Severity 1 incident, within five business days of resolution.
- Status enquiries at any time to support@intuigence.ai receive a current service health summary.
Scheduled maintenance
- 📅Standard window
Saturdays 02:00–06:00 US Pacific Time. Most releases are deployed without downtime and do not consume this window.
- 📢Notice period
Maintenance expected to interrupt service is announced by email to tenant administrators at least five business days in advance.
- ⚡Emergency maintenance
Security-critical fixes may be applied outside the standard window. Affected customers are notified as soon as practicable, and always within 24 hours.
- ∑Effect on the availability target
Announced scheduled maintenance is excluded from the 99.9% monthly availability calculation. Emergency maintenance is not excluded.
Regions and data residency
The IntuigenceAI services backing this workload are operated from IntuigenceAI-managed Azure resources in the US West 2 (us-west2) region, and, where the customer configures it, within the customer's own Microsoft Fabric tenant environment.
| Data category | Where it is processed and stored |
|---|---|
| Customer content | IntuigenceAI-managed Azure resources in US West 2, and the customer's own Fabric tenant environment where configured. |
| Operational telemetry and logs | May be processed in additional regions. Does not include customer content. |
| Identity | Provided by Microsoft Entra ID. The workload does not persist the user's name, email address or phone number. |
Additional serving regions are on the IntuigenceAI roadmap. Requests for a specific region should be directed to support@intuigence.ai. Full data handling, encryption and compliance detail is in the IntuigenceAI vendor attestation document.
Lifecycle and deprecation policy
- ✓General availability
The IntuigenceAI Industrial Workers workload is generally available in the Microsoft Fabric Workload Hub and is supported under the commitments on this page.
- ↻Breaking changes
Changes that break a documented behavior or API surface are announced to tenant administrators at least 90 days before they take effect.
- ⚠Feature deprecation
A deprecated capability remains supported for at least 12 months from the deprecation announcement, with migration guidance published in the product documentation.
- 💾Data export on termination
On termination, customers may request an export of the item definitions and indexed content held by the workload. The request is fulfilled within 30 days, after which data is deleted in line with the retention terms in the attestation document.
Document version: 2.0.0 · Effective date: September 15, 2026 · Stage: General Availability
This document defines the support parameters for the IntuigenceAI Industrial Workers workload published in the Microsoft Fabric Workload Hub, and is referenced by the IntuigenceAI vendor attestation document under Support requirements 5.1, 5.2 and 5.3.