Credit Intelligent Platform — Support and Help

This document supports Microsoft Marketplace policy 100.5.1.3 Support and Help.

Support channels

Email support

Primary: cip-support@oticgroup.com
Escalations: cip-escalations@oticgroup.com

Support portal

https://cipdocsn5vf2j.z13.web.core.windows.net/SUPPORT.html

Documentation

https://cipdocsn5vf2j.z13.web.core.windows.net/GETTING_STARTED.html

Phone support

+1 (555) 010-0100 (Production plan customers only — update with real number before submission)

Support hours

Plan	Hours	Response-time target
Pilot	Monday–Friday, 09:00–17:00 in customer time zone	1 business day
Production	Monday–Friday, 07:00–19:00 in customer time zone	4 business hours

Critical production outages are triaged 24×7 through the escalation channel.

How to open a support case

Go to https://cipdocsn5vf2j.z13.web.core.windows.net/SUPPORT.html.
Sign in with your work account.
Select New case.
Include:
Organization name
Marketplace subscription ID or tenant ID
Affected user email addresses
Steps to reproduce
Screenshots or error messages
Your Product ID (604962fb-479d-4dd0-aabb-3c6c9e5d7f1b) if contacting Microsoft on our behalf

Scope of support

Otic Group supports:

Application availability and performance of the Credit Intelligent Platform service.
User management, role assignments, and entitlement issues.
Microsoft Teams notification delivery and connector configuration.
Microsoft Fabric provisioning, connectivity, and warehouse schema questions.
Marketplace subscription changes, billing questions, and plan upgrades.

Support does not include:

Customer-specific credit policy authoring or risk model validation.
Training beyond the provided documentation and video library.
Custom development or third-party integrations not covered by the published API contract.

Self-service resources

Service status

View current system status at https://status.oticgroup.com/cip.

Security and privacy

For security incidents or data-privacy questions, contact cip-security@oticgroup.com.

Marketplace-specific help

If you purchased CIP through the Microsoft Marketplace and have questions about billing, subscription management, or marketplace policies, you can also contact Microsoft support and reference Product ID 604962fb-479d-4dd0-aabb-3c6c9e5d7f1b.