Support and service policy

Support channels

General and pre-sales questions may be sent to info@acaboost.net. Signed-in tenant administrators should use the support-ticket area so the conversation stays attached to their organization. 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

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.

Product changes

Features, limits, provider integrations, and workflows may be refined as the service improves. Features that are still experimental are labeled beta or preview in the product or documentation. We may ask customers to validate material workflow changes in a test process 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.