Support and beta service policy

Support channels

Account, billing, migration, and product questions may be sent to support@acaboost.net. Security reports should go to security@acaboost.net. Include the organization, affected page or workflow, time, browser or device, and a description that does not contain passwords or payment card data.

Response targets

During managed beta, we target an initial response within one business day for normal requests and within four business hours for a confirmed production outage or security event reported during business hours. These are operational targets, not a contractual service-level agreement.

Beta expectations

Beta customers receive the production-hosted service with live support, but features, limits, provider integrations, and workflows may be refined based on observed use. We may ask customers to validate changes in a test workflow before applying them broadly. Material incidents and required customer actions will be communicated to tenant administrators.

Customer responsibilities

Keep administrator and provider contacts current, use least-privilege roles, remove former volunteers promptly, test templates before sending, maintain required exports and financial records, review connected-provider dashboards, and report unexpected behavior promptly. Never send secrets through support email.

Incidents and maintenance

Security and data-integrity incidents take priority over feature requests. We may perform urgent maintenance without advance notice when needed to protect customers. Planned disruptive maintenance will be communicated when practical. Readiness monitoring covers the application, database, storage, malware scanner, and critical work queues.

Backups and recovery

AcaBoost operates platform backups and recovery procedures, but tenant organizations remain responsible for retaining records they are legally required to keep. Recovery objectives depend on the affected service and provider. Contact support immediately if records appear missing or corrupted; do not recreate or overwrite them until advised.