Contact Support

Support Channels by Tier#

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

Channel Shared ($150/mo) Dedicated ($600/mo) Enterprise ($1,800/mo)
Portal chat support Yes Yes Yes
Community forum Yes Yes Yes
Priority handling in the portal chat With the Priority Support add-on Included in the plan Included in the plan
First-response target (portal chat) 8 business hours with the Priority Support add-on 8 business hours, included 8 business hours (US business hours)
Email to support@openboxes.cloud Yes, with no target and no priority ordering Yes, with no target and no priority ordering Yes, with no target and no priority ordering
Named engineer with a faster target Not available Not available Available as an add-on

There is no phone support on any plan.

Response Times#

Response targets apply to the support chat in the portal and nowhere else. That is where conversations are queued, ordered and measured. Email to support@openboxes.cloud is read by a person, but it is not queued or prioritised and carries no response target on any plan.

Standard Shared support has no published response-time target: it is best-effort, worked through during US business hours.

Dedicated includes a first-response target of 8 business hours in the plan, so there is nothing to buy. On Shared, the same target comes with the Priority Support add-on ($99/mo or $950/yr, from Billing > Add-ons in the portal). Either way, your portal chat conversations are answered ahead of the standard queue, business hours are 9am to 6pm US Eastern, Monday to Friday, and the clock starts when the conversation is handed to a person: asking the assistant for a person (or letting it escalate for you) is what starts it. It is a target, not a guarantee: no service credits are attached to it, there is no round-the-clock or telephone cover, nobody is named to your account, and it says nothing about how long a fix takes.

Enterprise agreements carry the same 8-business-hour first-response target during US business hours, and a named Support Engineer (2-business-hour target) or Senior Engineer (1-business-hour target) is available as an add-on. These are response targets, not resolution promises.

How to Get Support#

Option 1: Portal chat (all plans; the only channel with a response target)#

  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 (all plans, no response target)#

Send an email to support@openboxes.cloud with the details of your issue. It is a monitored mailbox read by a person, on every plan. It is not a queue: email is not ordered by plan or add-on and carries no first-response target, on any plan. If your account has a first-response target (the Priority Support add-on on Shared, or the Dedicated and Enterprise plans), raise the issue in the portal chat, which is the channel that target applies to.

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, with the same result.

Escalation Process#

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

  1. Reply in the same chat conversation or email thread and ask for escalation. Explain what is blocked and why it needs urgent attention. An outage or data problem is escalated immediately.
  2. Enterprise customers escalate under the support terms in their agreement; the Support Engineer add-on includes direct escalation to engineering, and the Senior Engineer add-on puts a senior engineer on your issues directly.

Issues that affect more than one customer are treated as platform incidents and tracked on the status page.

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, the Enterprise tier, or nonprofit and institutional arrangements: