Support Policy

What We Support

Included in all plans:

• Instance availability and uptime issues
• Account and billing questions
• User management assistance (creating accounts, resetting passwords)
• Storage and retention management
• Technical issues with the web interface or connectivity
• Security and privacy questions
• Feature questions and basic usage guidance

Response Times

• Starter plan: Email support, responses within 2 business days
• Community, Community Complete, and Organization plans: Priority email support, responses within 1 business day
• Enterprise plans: Dedicated SLA with defined response times

Support Hours

Email support is monitored on business days (Monday–Friday, excluding public holidays). Response times above reflect business day turnaround. Enterprise customers with dedicated SLAs receive extended coverage as defined in their agreements.

Out of Scope

The following are not included in standard support:

• Training your team on how to use chat software in general
• Custom integrations or third-party software setup
• Data migration from other platforms (available as a paid service)
• Troubleshooting end-user devices or network issues
• Custom development or feature requests (contact us for custom work)

How to Get Support

Email us at support@redoubt.systems with:

• Your instance name or account email
• A clear description of the issue
• Any error messages you're seeing
• Steps you've already tried

Uptime & Availability

We target 99.9% uptime for all instances. Scheduled maintenance will be announced at least 48 hours in advance via email. Enterprise customers receive dedicated SLAs with defined uptime guarantees.