How to reach us
The agents work in your dashboard. People answer email during the hours below. Human support is not staffed around the clock.
Channels
Email support@immacel.com — read by a person, at every tier.
In the dashboard — JULIAN answers questions about your workspace at every tier; VICTOR takes feature requests at Imperium and Patrimony.
Hours
Human support: Monday to Friday, 09:00-18:00 GST (UTC+4). Emails received outside these hours are answered the next business day. A business day and a business hour both fall inside this window.
Human response time
First human response: 1 business day (Charter/Consulate), 8 business hours (Imperium), per agreement (Patrimony).
| Tier | First human reply |
|---|---|
| Charter | 1 business day |
| Consulate | 1 business day |
| Imperium | 8 business hours |
| Patrimony | Per agreement |
Agents and people
What the agents handle, and what goes to a person.
- JULIAN
Answers questions about your own workspace — leads, pipeline, activity — using only your real data.
Every tier · Ask Julian, in the dashboard
- EDWARD
Issues retainer and performance-fee charges and records each one in your Ledger, with the figures it was calculated from.
Every tier · Ledger, in the dashboard
- VICTOR
Monitors system health continuously, and takes feature requests directly inside the product.
Feature requests: Imperium and Patrimony · Architect module
- A person
Anything an agent could not resolve, billing disputes, and questions about your account or agreement.
Every tier · support@immacel.com
Escalation
If JULIAN, VICTOR, or EDWARD cannot resolve something, or you dispute a charge, email support@immacel.com with ESCALATE in the subject line. Escalations go to the founder directly and receive a reply within 1 business day, at every tier. To dispute a charge, write within 30 days of the invoice date and quote the ledger reference (Terms, section 3).