Contact Support

Support Channels by Tier

The support channels available to you depend on your OpenBoxes Lift subscription tier:

Channel Shared ($89/mo) Dedicated ($899/mo) Enterprise (Custom)
Chat-based support Yes Yes Yes
Phone support --- Yes Yes
Dedicated support engineer --- --- Yes
Slack channel (private) --- --- Yes
Custom SLA --- --- Yes

Response Times

We aim to respond within the following timeframes based on your tier and issue severity:

Severity Shared Dedicated Enterprise
Critical (service down) 4 business hours 1 hour 30 minutes
High (major feature broken) 1 business day 4 business hours 2 hours
Medium (feature impaired, workaround exists) 2 business days 1 business day 4 business hours
Low (question, minor issue) 3 business days 2 business days 1 business day

Note: Response times are measured during business hours: Monday--Friday, 09:00--18:00 EST, excluding US public holidays. Enterprise customers can negotiate 24/7 coverage.

How to Get Support

Option 1: Chat (All Tiers)

  1. Log in to the customer portal at app.openboxes.cloud.
  2. Click the chat icon in the bottom-right corner.
  3. Describe your issue and our AI support assistant will help you immediately.
  4. The assistant can look up your account, check your instance status, and search our knowledge base.
  5. If your issue needs human attention, you will be connected to a support agent.

Option 2: Email

Send an email to support@openboxes.cloud with the details of your issue.

Option 3: Phone (Dedicated and Enterprise)

Call our support line at the number provided in your onboarding welcome email. Phone support is available during business hours.

What to Include in a Support Request

The more detail you provide upfront, the faster we can help. Please include:

  1. Your instance URL --- e.g., yourorg.openboxes.cloud
  2. Description of the issue --- What happened, and what you expected to happen
  3. Steps to reproduce --- The exact sequence of actions that triggers the problem
  4. When it started --- Date and approximate time (include your timezone)
  5. Who is affected --- Just you, your whole team, or specific users
  6. Screenshots or error messages --- Copy the full error text or attach a screenshot
  7. Browser and device --- e.g., Chrome 120 on Windows 11
  8. What you have already tried --- Clearing cache, different browser, etc.

Example of a good support request:

Subject: Unable to approve purchase orders since Tuesday

Instance: acme.openboxes.cloud

Description: When I click "Approve" on any purchase order, I get a red error banner that says "You do not have permission to perform this action." This started on Tuesday March 25. I am logged in as sarah@acme.org with the Manager role. I can view POs but cannot approve them. Other managers on our team have the same issue. I tried in Chrome and Firefox --- same result.

Escalation Process

If your issue is not being resolved in a timely manner, you can escalate:

  1. Reply to your ticket and request escalation. Mention the ticket number and explain why the issue needs urgent attention.
  2. Email escalations@openboxes.cloud referencing your ticket number. This goes directly to the support team lead.
  3. Enterprise customers can contact their dedicated support engineer or account manager directly.

What triggers automatic escalation:

  • Critical-severity tickets not acknowledged within the response time SLA
  • Tickets that have been open for more than 5 business days without resolution
  • Issues affecting multiple customers

Support Scope

Our support team can help with:

  • Platform issues (provisioning, login, performance, availability)
  • OpenBoxes configuration and setup guidance
  • Integration setup and troubleshooting
  • Account and billing questions
  • Data export and migration assistance

For issues that fall outside our scope, we will point you to the right resource:

Issue Type Where to Go
OpenBoxes bugs (software defects) GitHub Issues
OpenBoxes feature requests Community Forum
How-to questions about OpenBoxes features Help Site or Community Forum
Custom development or consulting Contact sales@openboxes.cloud

Contacting Sales

For questions about pricing, plan upgrades, Enterprise tier, or NGO discounts: