24/7 DEDICATED SUPPORT DESK

Customer Support & Service SLA

Official Support Desk for ClassMind AI Zoom Marketplace Integration & Enterprise SaaS

1. How to Contact Our Support Team

Our dedicated engineering and educational support team is available 24/7 to assist school administrators, teachers, and technical leads:

Official Contact Email: support@classmind.pp.ua (Monitored 24/7)
Privacy & Compliance Desk: privacy@classmind.pp.ua
Telegram Direct Bot Support: @the_classmind_bot
Founder / Integration Lead: Dmytro Kolodiazhnyi (@fobfreeman)

2. Response Time Commitments (Service Level Agreement)

📋 Guaranteed SLA Response Thresholds:

Severity 1 (P1) — Critical Service Outages: Webhook ingestion failures or critical report delivery delays. Response time: < 1 hour (24/7/365).
Severity 2 (P2) — Integration & Zoom Setup Inquiries: 1-Click Zoom Marketplace OAuth installation, webhook configuration, or LMS/bot linking assistance. Response time: < 4 hours (Business Hours).
Severity 3 (P3) — General Questions & Custom Pedagogical Rubrics: Prompt customization, rubric adjustments, and feature requests. Response time: Within 24 hours.

3. Frequently Asked Questions (FAQ)

How do I connect ClassMind AI to Zoom?

Connecting ClassMind AI is a seamless 1-Click process via the official Zoom App Marketplace:

Navigate to ClassMind AI on the official Zoom App Marketplace and click Add (or click Connect Zoom on your school onboarding page).
Review and authorize requested granular permissions (OAuth 2.0) on the secure Zoom authorization screen.
Once approved, ClassMind AI automatically subscribes to recording.completed webhooks and securely links your school account. Zero manual API keys, zero Server-to-Server JSON configurations, and zero desktop software required.

How do I disconnect or uninstall ClassMind AI?

Log in to your Zoom account, navigate to Zoom App Marketplace > Manage > Installed Apps, locate ClassMind AI, and click Uninstall. Webhook notifications will immediately cease and all tokens will be purged.

Do teachers need to install any desktop software?

No. For schools utilizing Zoom Cloud Recordings, the entire ingestion, speech analysis, and report generation pipeline runs 100% server-side in the cloud.

Are student recordings used to train public AI models?

Never. All analysis is conducted through enterprise zero-data-retention pipelines. Video tracks are discarded, audio files are erased immediately after transcription, and customer data is strictly confidential.