Support Policy

Last updated: 8 April 2025

AnyInspect supports our customers across the UK and United States with multiple ways of getting in touch. Whether you need help with your inspections, reports, AI processing, or account management, our team is here to assist you.

All AnyInspect products include free organisation-wide support. This support policy defines our approach to support, how you can request support, and any limitations to the support offered. You agree to abide by the terms of this policy when engaging with our support team.

Support Channels

In-App Support (Intercom Chat)

Support is available on any page within the AnyInspect web application at app.anyinspect.ai and within the AnyInspect mobile app via our integrated Intercom chat widget. When requesting help through the product, your contact details and account information will be shared with our customer support team to help us resolve your query faster. Our response time is typically 30 minutes during business hours.

In-app chat is our recommended and fastest support channel. It allows our team to see your account context, inspect relevant data, and resolve issues more efficiently.

Email Support

For more general support queries, feedback, or if you'd like to request additional training or onboarding assistance, send us an email at [email protected]. We aim to respond to all email enquiries within one business day.

Support Hours

Our support team is available during business hours covering both the United Kingdom and the United States. Specific coverage hours are:

  • United Kingdom: Monday to Friday, 9:00 AM to 5:30 PM GMT/BST
  • United States (Eastern): Monday to Friday, 9:00 AM to 5:30 PM ET

Messages received outside of business hours will be responded to on the next business day. Public holidays in the UK and US may affect response times.

What We Support

Our support team can assist with the following areas of the AnyInspect platform:

  • Account setup, configuration, and user management
  • Navigating and using the AnyInspect web application and mobile app
  • Creating and managing inspections across all supported inspection types (fire risk, asbestos, HHSRS, damp & mould, stock condition, EPC, and more)
  • AI-powered report generation, including video upload, transcription, and AI analysis
  • Report editing, review workflows, and PDF generation
  • Scheduling and calendar management
  • Billing, invoicing, and subscription management
  • Organisation and team settings
  • Bug reports and technical issues
  • Feature requests and product feedback
  • Onboarding and training requests

Limitations of Support

While we strive to assist with all queries related to the AnyInspect platform, the following fall outside the scope of our standard support:

  • Custom software development, bespoke integrations, or API development work
  • Third-party software or hardware troubleshooting unrelated to AnyInspect
  • Professional advice on building inspection compliance, regulations, or legal matters — AnyInspect is a software tool and does not provide professional inspection advice
  • Data recovery resulting from user error or actions taken outside of AnyInspect's recommended workflows
  • Support for deprecated product versions where an update is available

Response Times

We aim to provide timely responses based on the nature and severity of your query:

  • In-app chat: Typically within 30 minutes during business hours
  • Email: Within one business day
  • Critical issues (platform outage, data loss, or inability to use core features): Prioritised and addressed as soon as possible, with status updates provided

Response times are targets and not guarantees. During periods of high demand, response times may be longer than usual. We will always endeavour to keep you informed of any delays.

Escalation

If you feel your issue is not being resolved satisfactorily through our standard support channels, you may request an escalation by emailing [email protected] with "ESCALATION" in the subject line. Escalated issues will be reviewed by a senior member of the team and you will receive a response within one business day.

Maintenance and Downtime

AnyInspect may occasionally perform scheduled maintenance to improve platform performance, security, and reliability. Where possible, we will provide advance notice of any planned maintenance that may affect service availability. Scheduled maintenance will typically be performed outside of peak business hours.

In the event of unplanned downtime, our team will work to restore service as quickly as possible and communicate updates through our support channels.

Customer Responsibilities

To help us provide the best possible support, we ask that customers:

  • Provide clear and detailed descriptions of issues, including steps to reproduce where applicable
  • Include relevant screenshots, error messages, or recording references when reporting issues
  • Keep the AnyInspect mobile app updated to the latest available version
  • Ensure their devices meet the minimum system requirements for the AnyInspect mobile app
  • Treat support staff with respect and courtesy at all times

Contact Information

If you have any questions about this support policy or need assistance, please contact us:

Helveton Limited (trading as AnyInspect.ai)
1111B S Governors Ave #99667
Dover, DE 19904
United States