Support Policy

This Support Policy describes the support services Eleven provides to customers of its paid products. It supplements, and should be read together with, the Product Terms and any applicable License Agreement. Capitalized terms have the meaning given in those documents. Availability of specific support channels and remedies varies by product tier as described below.

1. Support Channels

Eleven provides support through the following channels:

• Dedicated messaging channel. A real-time messaging channel is made available to Enterprise customers, providing near-real-time communication with the Eleven team during business hours and serving as the primary day-to-day support channel for this tier.
• Email. Available to all users at support@platformeleven.io. Responses are provided during business hours.
• In-product help. Self-service resources and documentation are available within the Platform to all users.

2. Business Hours

Standard technical support hours are 9:00 AM to 6:00 PM US Eastern Time, Monday through Friday, excluding US public holidays. While Eleven's commitments below are measured against these hours, in practice the Eleven team is often reachable outside of standard business hours.

3. Severity Definitions

Issues reported to Eleven are classified by severity based on impact and the availability of a workaround:

• S1 — Critical. Production environment is down or substantially unavailable for all or a significant portion of users. No workaround exists.
• S2 — High. Major functionality is impaired or significantly degraded for one or more users. A workaround may exist but is impractical for normal operations.
• S3 — Normal. Functionality is impaired for a limited number of users, or a workaround is available. Standard support requests, configuration questions, and minor issues.
• S4 — Low. General inquiries, feature requests, documentation questions, and other non-urgent matters.

Eleven determines final severity classification in good faith based on the reported issue and its operational impact.

4. Acknowledgement Targets

Eleven targets the following acknowledgement times, measured from the time an issue is reported through a supported channel:

• S1 — Critical. 1-hour acknowledgement during business hours. Eleven monitors production availability on a continuous basis via automated systems; customer-reported S1 incidents received outside business hours will be acknowledged by 10:00 AM ET on the next business day.
• S2 — High. 4 business hours, during business hours.
• S3 — Normal. 1 business day, during business hours.
• S4 — Low. 2 business days, during business hours.

Acknowledgement means a substantive response from an Eleven team member confirming receipt and outlining next steps. Automated receipt confirmations do not constitute acknowledgement.

5. Resolution Approach

Eleven works continuously on S1 incidents during business hours until service is restored or a workaround is in place, with frequent status updates to affected customers. For S2 and S3 issues, Eleven prioritizes resolution effort based on severity, customer impact, and dependencies. Eleven does not commit to specific resolution timeframes, as actual resolution depends on issue complexity, third-party dependencies, and the nature of customer-specific configurations.

6. Customer Responsibilities

To support timely response and resolution, customers are expected to:

• Report issues through a supported channel with sufficient detail to reproduce or assess the issue;
• Provide reasonable cooperation in diagnosing and resolving issues, including access to relevant logs, screenshots, and reproduction steps;
• Designate authorized contacts who may submit support requests; and
• Apply software updates and recommended configuration changes within a reasonable timeframe.

7. Exclusions

Support does not cover:

• Issues caused by use of the Platform in a manner not authorized in the Product Terms or applicable License Agreement;
• Issues arising from third-party services, integrations, or systems not provided by Eleven, except to the extent such integrations are listed as supported in-app;
• Customizations, scripts, or configurations not deployed by Eleven;
• Beta or sandbox features, which are governed by separate terms; and
• Force majeure events as defined in the Product Terms.

8. Service Uptime

Eleven's uptime commitment, including the calculation methodology, exclusions, and service credit remedies, is set forth in Section 7 of the Product Terms.

9. Changes

Eleven may update this Support Policy from time to time. The version of this Policy applicable to a customer's subscription is the version in effect at the start of that customer's current subscription term; updates apply prospectively at renewal. Material changes will be communicated through the Platform or by email to administrative contacts.

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