Straker Dubbing: Support, SLAs, and Platform Guidelines

Contact

Channel	Address	When to use
Support	wxo-support@straker.ai	All support issues, language requests, security reports
Sales	wxo-business@straker.ai	Plan upgrades, custom contracts, volume discounts

When contacting support, include:

• Your WXO tenant ID
• Relevant Job ID(s), if applicable
• The exact prompt and reply you saw
• Time of the issue (UTC if possible)

Response SLA

Severity	Definition	Target first response
S1 — Production outage	Agent unavailable for all users; no jobs can be created	1 business hour
S2 — Major degradation	Significant subset of jobs failing or stuck	4 business hours
S3 — Functional issue	Specific feature, language, or input not behaving as documented	1 business day
S4 — Question / how-to	Documentation, billing, or roadmap question	2 business days

Business hours: 08:00–18:00 NZT, Monday–Friday, excluding New Zealand public holidays.

Status page

A public status page for Straker Dubbing is published at https://dubbing-ai.straker.ai/status/ -subscribe there for maintenance windows and incident notifications. .

Security & responsible disclosure

Report security vulnerabilities to security@straker.ai. Do not use the public support mailbox for vulnerability reports. We acknowledge security reports within 1 business day and follow coordinated disclosure.

Data handling & compliance

• Data is processed under Straker's standard data-processing terms (linked from the Agent Catalog tile).
• GDPR data-subject requests: dataprivacy@straker.ai.
• SOC 2 / ISO 27001 attestation requests: contact Sales.

Known limitations

These behaviours are by design, not defects:

• Creating a dubbing job returns a Job ID quickly; dubbed media is produced later — poll by Job ID (Usage).
• External agents are collaborator-only — cannot be opened directly in WXO chat.
• Status updates are point-in-time snapshots, not a continuous stream.
• Conversation with the agent is in English; only the target language varies.

Feedback & feature requests

Email: wxo-support@straker.ai with subject Feature request — WXO.