Support
Last updated: April 27, 2026
OCASUS AI provides technical and operational support to its customers to ensure continuous Platform operation and resolve usage-related questions.
Contact channels
General support
Email: support@ocasusai.com
Coverage: technical questions, Platform configuration, connections with external services (QuickBooks, WhatsApp, ERPs), reports of unexpected behavior, change requests.
Hours of operation: Monday to Friday, 9:00 to 18:00 (UTC−5, Panama time), excluding national holidays.
Target response times:
| Severity | Description | First response |
|---|---|---|
| Critical | Service down, data loss, security breach | Under 4 business hours |
| High | Main functionality degraded, integrations failing | Under 8 business hours |
| Medium | Bug that does not block critical operations | Under 1 business day |
| Low | General inquiry, improvement, usage question | Under 2 business days |
These targets are commercial objectives, not contractual guarantees. For binding SLAs, refer to the signed commercial proposal.
Legal and privacy matters
Email: legal@ocasusai.com
Coverage: exercise of ARCO rights (access, rectification, cancellation, opposition), requests under Panama's Law 81 or equivalent regulations, contractual queries, requirements from authorities.
Security reporting
Email: security@ocasusai.com
Coverage: responsible reporting of vulnerabilities, suspected security incidents, breach notification. Reports should include technical description, reproduction steps, and reporter contact.
OCASUS AI commits to not pursue legal action against security researchers who report vulnerabilities responsibly, do not actively exploit the vulnerability beyond what is necessary to demonstrate it, and provide a reasonable remediation period before public disclosure.
How to request support
When opening a case, include:
- Customer name and
tenant_idor associated subdomain - Problem description or inquiry
- Steps to reproduce (when applicable)
- Screenshots, logs, or transaction IDs
- Estimated severity (see table above)
This enables proper prioritization and faster resolution.
Platform status
OCASUS AI will publish a public status page (status.ocasusai.com) during the second quarter of 2026, displaying ongoing incidents, scheduled maintenance, and availability history.
In the meantime, critical incidents are proactively notified via email to each customer's registered technical contact.
Frequently asked questions
How do I connect my QuickBooks Online account?
From the Settings → Integrations section of the Platform, click Connect QuickBooks Online. You will be redirected to the official Intuit site to authorize access. Once authorized, tokens are stored encrypted (AES-256-GCM) and synchronization activates automatically.
How do I disconnect QuickBooks Online?
Two methods are available:
- From OCASUS AI: Settings → Integrations → QuickBooks Online → Disconnect.
- From Intuit: log in to
appcenter.intuit.com, locate the OCASUS AI app, and revoke access.
Both methods are valid. After disconnection, tokens are permanently deleted and no further synchronizations will occur.
What data does OCASUS AI process from my QuickBooks account?
Only data necessary for the contracted functionality: chart of accounts, vendors, customers, items, invoices (Bills/Invoices), and references required for bidirectional synchronization. No access is performed to payroll data, personal taxes, or information outside the scope of the service.
Is my data used to train AI models?
No. OCASUS AI does not use customer data to train its own or third-party models. AI provider calls are made in inference mode under commercial agreements that prohibit retention for training.
Where is my data hosted?
Production infrastructure is hosted on Hostinger KVM in the United States. Encrypted backups are stored on Backblaze B2. Full details are in the Privacy Policy.
How do I request deletion of my data?
Send an email to legal@ocasusai.com indicating the customer and scope of the request. We will respond within ten (10) business days in compliance with Panama's Law 81.
How do I export my data before canceling?
Request export at support@ocasusai.com. The Platform generates a file with the Customer Data in CSV or JSON format as applicable. The request can be made up to thirty (30) days after termination of service.