Support Policy

Last Updated: February 4, 2026

This Support Policy describes how Board Box Inc ("Board Box," "we," "us") provides support for the Service. It is a Support Policy referenced by the Provider-Specific Terms at /terms.

This Support Policy describes support processes only. It is not a service-level agreement (SLA), does not guarantee uptime or response times, and does not create service credits unless a written Order expressly provides otherwise.

Support Channels

Email: support@boardbox.ai
In-product support: If available in the Service, you may also contact us through in-app support. Email remains the official support channel.

Hours of Operation

Business hours: Monday–Friday, 9:00 AM to 6:00 PM Pacific Time, excluding U.S. federal holidays.

Outside business hours, we may monitor for critical incidents. Unless an Order states otherwise, support is provided on a reasonable-efforts basis.

Severity Levels and Targets

The timeframes below are targets, not guarantees. We prioritize issues based on severity.

Severity	Description	Target Response
Sev 1 – Critical	Widespread service outage or security incident affecting a large portion of users	Acknowledge within 1 business day; prioritize mitigation
Sev 2 – High	Major feature degradation with significant user impact and no reasonable workaround	Acknowledge within 2 business days; prioritize remediation
Sev 3 – Normal	Bugs, user questions, and issues with workarounds available	Acknowledge within 3 business days
Sev 4 – Low	Minor issues, feature requests, and general feedback	Acknowledge within 5 business days (or incorporate into roadmap review)

Support Tiers

Unless a written Order states otherwise, support is provided on a reasonable-efforts basis for self-serve accounts. If we offer paid plans with enhanced support (e.g., faster response targets, onboarding, or phone/video support), those terms will be described in the applicable Order or plan description.

Customer Responsibilities

To help us resolve issues efficiently, you agree to:

Provide accurate contact information and sufficient detail to reproduce the issue (including screenshots, steps, and affected workspace/document if applicable).
Maintain a supported browser and stable internet connection.
Promptly apply updates we provide and follow reasonable troubleshooting steps.
Ensure you have appropriate rights/permissions to share any content you send us for troubleshooting.

Exclusions

Support does not include:

Issues caused by Customer systems, third-party services not controlled by us, or use that violates the Terms or AUP.
Legal advice, document interpretation as a substitute for professional counsel, or fair-housing/compliance determinations.
Professional services, custom development, training, or data migration unless agreed in a written Order.

Changes

We may update this Support Policy from time to time by posting an updated version and changing the Last Updated date. Changes will not be retroactive. During an active paid Subscription Term, we will not make changes that materially decrease our overall support commitments for that term.