Get in touch with our support team
Every DecoverAI customer works with the same team that builds the product — there is no offshore first tier and no ticket triage queue. Email is the fastest route for anything technical.
Product & technical support
Bugs, errors, add-in problems, processing questions, and anything else about using the platform. Include your matter name and a screenshot where you can — it usually saves a round trip.
support@decover.ai →Accounts, billing & plans
Seat changes, invoices, plan upgrades, and questions about what is included in your subscription. Our team can also walk you through usage on your current plan.
sales@decover.ai →Security & compliance
SOC 2 reports, HIPAA documentation, DPAs, subprocessor lists, and vendor security reviews. Most documents are available for immediate download from our Trust Center.
Visit the Trust Center →What to expect after you write in
Support is staffed Monday to Friday, 9:00am–6:00pm Pacific, excluding US public holidays. These are our target first-response times — in practice most messages are answered well inside them.
| Severity | What it looks like | Target first response |
|---|---|---|
| Urgent | The platform or add-in is unavailable, or a production or filing deadline is at risk. | Within 4 business hours |
| High | A core workflow — review, privilege logging, redaction, production — is blocked with no workaround. | Within 1 business day |
| Normal | Something is behaving unexpectedly but there is a workaround, or you have a how-to question. | Within 2 business days |
| Low | Feature requests, feedback, and general product questions. | Within 3 business days |
If you are on an enterprise agreement, the response and resolution commitments in your contract govern and take precedence over the targets above. For a deadline-critical issue outside business hours, write to support@decover.ai with URGENT in the subject line.
Decover for Word
Decover for Word brings your matter into the document you are already drafting. It opens as a task pane beside your document in Word, so you can pull from the record, check a passage, and keep writing without leaving the page. The add-in has its own support document covering requirements, installation, sign-in, troubleshooting, data handling, and uninstall.
Help with the Word add-in
Available for Word on Windows, Mac, and the web. Sign in with your existing DecoverAI account — there is nothing separate to license.
Requirements and installation
What the add-in needs, how to install it from the Office Store, and how a Microsoft 365 administrator deploys it across a firm.
Troubleshooting
Missing ribbon button, a blank task pane, sign-in loops, add-ins blocked by your organization, and network filtering.
Data and privacy
What the add-in sends, what it never touches, and why nothing you write or open in Word is used to train AI models.
Uninstall
Removing the add-in from your own copy of Word, or centrally, and what happens to your account and matter data.
For what the add-in does and where it runs, see the Word add-in product page.
Send us the details
Prefer not to open your mail client? Fill this in and it reaches the same team. Please leave privileged or confidential document text out of the description — tell us what happened and we will follow up through a secure channel if we need to see the material.