Support · Contact

How can we help?

English & Deutsch · 9–18 CET, Mon–Fri Critical issues handled 24×7 for enterprise

01Support channels

02Response expectations

  • General — first response within one business day.
  • Pricing & purchase — same business day.
  • Critical bug affecting active sessions — within 2 hours during business hours, best-effort outside.
  • Enterprise critical (P1) — 30 minutes, 24×7, with named escalation contact.
  • Enterprise high (P2) — 4 hours during business hours.

03Bug reports

The fastest path to a fix:

  • Reproduction steps — what you did, what you expected, what happened.
  • Device, OS version and app version (Settings → About).
  • Session ID — visible in Settings → Recent sessions. We use it to find the relevant logs.
  • Screenshots or screen recordings if helpful.

Email bugs@vaitl.ai or use Settings → Send diagnostics from inside the app. Diagnostics include device and network metadata; they do not include audio or transcript content.

04Pricing & purchase

What does SpeechKey cost?

SpeechKey is a one-time purchase on the Apple App Store — 9,99 € worldwide (¥99 in China). No subscription, no recurring fee, no markup from us.

What about the AI usage cost?

SpeechKey uses your own provider API keys (BYOK). Any usage cost is billed to you directly by the provider (OpenAI, iFLYTEK, DeepSeek, MiniMax, ElevenLabs) at their published rates. We never see or mark up that cost. See the setup guides for where to get a key and how each provider bills.

How do I restore my purchase on a new device?

The purchase is tied to your Apple ID. Sign in with the same Apple ID on any other iPhone or iPad and tap Restore Purchase — no second payment required.

05Refunds

  • Purchase — refunds for the SpeechKey app are handled by Apple via reportaproblem.apple.com.
  • Provider usage — costs charged by an AI provider you connected are between you and that provider; we cannot refund them.

06App Store help

"Restore Purchase" doesn't work

  • Make sure you're signed into the same Apple ID that bought the app.
  • Check Settings → Apple ID → Media & Purchases.
  • If the issue persists, email support@vaitl.ai with your Apple receipt.

Family Sharing

SpeechKey supports Apple Family Sharing. Each family member connects their own provider keys; transcripts stay private on each member's device.

07Enterprise escalation

  • P1 — Production outage / data risk: use the on-call line in your admin console. We respond in 30 minutes, 24×7.
  • P2 — Major impairment, workaround available: 4 hours, business hours.
  • P3 — Standard request: one business day.

Email enterprise@vaitl.ai for account-related questions and procurement.

08Security disclosure

To report a vulnerability, email security@vaitl.ai. See our responsible disclosure policy for details and PGP.