Beebole Support Policy
1. Support availability
Beebole provides support 24 hours a day on business days (Monday to Friday). On weekends and public holidays, we provide best-effort coverage and prioritise critical (P1) incidents.
The response times in Section 3 are targets, not guarantees, and may be longer outside business days — particularly for non-critical (P2/P3) requests.
2. How to submit a support request
You can reach Beebole support in either of two ways:
The in-service Messenger within the Beebole App, or
Email to support@beebole.com.
To help us diagnose and resolve your request as quickly as possible, please include the following with your report:
The impact of the issue (who and what is affected).
The start time of the issue.
Steps to reproduce the issue.
Relevant logs.
The exact error text.
Screenshots, where helpful.
Providing this information helps us assign the correct severity and respond within the applicable target response time below.
3. Incident severity and target response times
Beebole classifies support requests using the severity levels below. These severity definitions are the same as those used in the Beebole SLA (./sla.md).
Severity | Definition | Target response time |
|---|---|---|
P1 — Critical | A critical loss of availability affecting a large number of users with no workaround. | 2 hours |
P2 — Severe | A degraded or severe issue affecting multiple users. | 1 day |
P3 — Non-critical | A non-critical issue. | 3 days |
“Target response time” means the time within which Beebole aims to make initial contact and begin working on the request. It is a response target, not a guaranteed resolution time.
4. Exclusions
This Support Policy does not apply to issues arising from, and Beebole has no support obligation in respect of, the following (consistent with the exclusions in the Beebole SLA, ./sla.md):
Scheduled maintenance and migration downtime windows are performed in accordance with the Beebole SLA.
Unavailability caused by the Customer’s own infrastructure, equipment, network, or software, or by the Customer’s misuse or unauthorized use of the Services.
Unavailability caused by Third-Party Platforms or systems not under Beebole’s control (ToS §5).
Force majeure events as described in the Terms of Service, and other factors outside Beebole’s reasonable control.