Support Policy
Update Date: 9-23-2025
This Support Policy describes how Board Box Inc provides support for the Service. It is an attachment referenced by the Provider-Specific Terms at /terms. This policy is not an uptime guarantee and does not create service credits.
Support channels
Email: support@boardbox.ai
Hours of operation
Business hours: Monday–Friday, 9:00 AM to 6:00 PM Pacific Time, excluding US federal holidays.
Outside business hours, we monitor for critical incidents.
Severity levels and targets (non-binding targets)
Sev 1 – Critical service outage or incident affecting all users: acknowledge within 2 business hours; work continuously until mitigated.
Sev 2 – Major degradation or feature outage with significant impact: acknowledge within 1 business day; begin remediation promptly.
Sev 3 – Minor issue or general question: acknowledge within 2 business days.
Customer responsibilities
Provide accurate contact information and sufficient detail to reproduce issues.
Maintain a supported browser and stable internet connection.
Designate a primary point of contact for coordination during incidents.
Exclusions
Issues caused by Customer systems, third-party services not controlled by us, or use that violates the Terms or AUP.
Professional services, custom development, or data migration unless agreed in an Order.
Changes
We may update this Support Policy from time to time. Material changes will be communicated by updating this page and its Last Updated date.