Online Support Policy

Tiếng Việt · Bản tiếng Việt

Last updated: 2026-11-02.

CrawlPipe provides multi-channel online support to assist individual researchers, enterprise procurement teams, and software developers with legal/bidding lookup, AI Legal Q&A, REST API and MCP integration, billing, and electronic VAT invoices. This policy is issued by HABIFY COMPANY LIMITED (CÔNG TY TNHH HABIFY, Enterprise Code 0319523808).

1. Official online support channels

You can reach the CrawlPipe support and engineering team through any of the following channels:

• Centralized Support & Ticket Portal: https://support.habifyhub.com — Submit support tickets 24/7, browse bilingual (VI/EN) FAQs, attach logs/screenshots, and track real-time ticket status and SLA countdowns under your Habify Account (/my-tickets).
• Live Chat Widget: Built directly into crawlpipe.com (bottom-right corner) for instant online assistance and contextual ticket creation.
• Support Email: [email protected] — Monitored 24/7 for technical support, billing inquiries, and enterprise consultations.
• Support Hotline: 0367 465 952 — Direct phone support during business hours.
• Real-time System Status & Freshness Page: https://crawlpipe.com/en/status — Live health checks of all data crawlers, queue pipelines, and rolling 7-day p50/p95 corpus freshness metrics.

2. Working hours

• Customer Support & Billing Team: Monday to Friday, 08:00 to 17:30 (Vietnam time, GMT+7), excluding Vietnamese public holidays. Tickets and emails submitted outside business hours are logged immediately and processed on the next working day.
• Automated Infrastructure & On-Call Engineering: Our API gateway, database replication, and crawler pipelines are monitored 24/7/365 with automated alerting to our on-call engineering team for critical availability incidents.

3. Response time commitments (SLA)

We aim to respond to and resolve inquiries within the following timeframes:

• Payment not credited after checkout: Please contact us if your plan is not updated within 30 minutes of payment; we prioritize reconciliation and resolve billing discrepancies within 24–48 working hours.
• Technical support (REST API, MCP, Webhooks, Search): Initial response within 24 working hours (priority queue for Builder API, Pro API, and Enterprise customers).
• Personal data (PDPL 91/2025) & corpus takedown requests: Verified and processed within 72 hours.
• Enterprise / B2B licensing & custom feeds: Response within 01–02 working days.
• Formal complaints: Handled within 15 working days in accordance with our Complaint Handling Policy.

4. Self-service documentation and developer tools

In addition to direct support, CrawlPipe provides comprehensive self-service resources:

• Developer Documentation (/docs): Quickstart guides, authentication (cp_live_…), error envelope reference, unit metering & idempotency, RAG search guide, point-in-time effectivity guide, webhook verification, and @crawlpipe/mcp setup.
• Interactive API Playground (/playground): Test live /v1/legal/* and /v1/bidding/* endpoints directly in your browser and copy ready-to-run curl commands.
• Machine-Readable Specs: OpenAPI specification (/openapi.json) and /llms.txt for AI coding agents.
• Self-Service Billing Dashboard (/dashboard/billing): View current plan, monthly API unit consumption, payment history, and download electronic VAT invoices at any time.

5. Security notice during support interactions

CrawlPipe support staff will never ask for your Habify Account password, one-time verification codes (OTP), payment card details, or your full cp_live_… API key (if we need to inspect a key, we only ask for its short prefix shown in your dashboard), and will never ask you to transfer money to a personal bank account. If you encounter any suspicious request, please report it immediately to [email protected].