Support Policy

Last modified: May 21, 2026 (view changelog)

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; “Customer” has the meaning given in the Security & Data Protection Addendum. Specific support channels and acknowledgement targets vary by support tier, as set forth in Section 1 below.

1. Support Tiers

Eleven offers support in three tiers, corresponding to a Customer’s account type and subscription. The applicable tier is determined by the Customer’s paid products at the time the support request is submitted.

• Standard tier. Available to all Customers and their Authorized Users (on Manager Accounts and Enterprise Accounts that do not include a higher support tier in their license or service agreement). Support is provided through email and in-product help. Investor Users may email Eleven at support@platformeleven.io for technical issues with the Platform itself; all other user support (for example, regarding investments, transactions, document content, or Customer-specific configurations) is provided to Investor Users by the Customers (such as managers and fund administrators) with whom they have a direct relationship through the Platform.
• Pro tier. Available to Customers on the Eleven Pro Manager Account. Includes all Standard tier support, with priority handling within the acknowledgement targets set forth in Section 5.
• Enterprise tier. Available to Customers on an Enterprise Account (including Fund Administrator and Marketplace configurations) or any account whose license or service agreement includes Enterprise-tier support. Includes all Standard and Pro tier support, plus a dedicated real-time messaging channel (e.g., Slack or Microsoft Teams) for near-real-time communication with the Eleven team during business hours, and senior team engagement on escalations.

The following matrix summarizes the support channels available to each tier:

• Standard: Email, In-product help
• Pro: Email, In-product help (priority handling)
• Enterprise: Email, In-product help, dedicated messaging channel, senior team engagement on escalations

2. Support Channels

Eleven provides support through the following channels:

• Dedicated messaging channel. A real-time messaging channel is made available to Enterprise tier Customers, providing near-real-time communication with the Eleven team during business hours and serving as the primary day-to-day support channel for the Enterprise tier.
• Email. Available to all Customers and their Authorized 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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;
• Apply software updates and recommended configuration changes within a reasonable timeframe; and
• Use support channels for their intended purpose. Eleven may limit or deny access to support if Eleven determines, in its reasonable discretion, that a Customer or its Authorized Users are misusing support channels or acting in a way that constitutes abuse of Eleven personnel.

8. 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.

Security Incidents, personal data breaches, data-protection inquiries, and related matters are governed by the Security & Data Protection Addendum and the Data Processing Addendum, and are not subject to the severity definitions, acknowledgement targets, or other service commitments set forth in this Support Policy.

9. Service Uptime

Eleven's Service Uptime commitment, including the Service Uptime calculation methodology, exclusions, and service credit remedies, is set forth in Section 7 of the Product Terms. A Customer may agree in writing with Eleven to alternative service-level commitments and credit mechanics in a Service Levels Schedule attached to its license or service agreement, in which case the terms of such Service Levels Schedule shall govern in respect of that Customer's Service Uptime.

10. 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.

Changelog