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This Support Policy and Service Level Agreement (“Support Policy”) describes the support Sitehub Suite provides for the Sitehub Suite platform (the “Services”) and the availability commitment applicable to paid subscriptions. This Support Policy is incorporated into, and forms part of, our Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.
01Support Scope
1.1 What's Included
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Answering questions about Sitehub Suite features and functionality;
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Troubleshooting errors or unexpected behavior in the Services;
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Guidance on best practices for configuring and using the Services;
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Limited support for issues involving supported, Sitehub Suite-built integrations.
1.2 What's Not Included
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Custom development, scripting, or debugging of Customer's own code or Non-Sitehub Suite Applications;
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Data cleanup, migration, or manual correction of Customer-entered data;
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On-site support, unless separately purchased as a Professional Service;
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Support for issues caused by Customer's misuse of the Services, unauthorized modifications, or third-party integrations not supported by Sitehub Suite;
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Training beyond what is included in onboarding, unless purchased separately.
02Support Channels and Hours
Standard support is available by email at support@sitehubsuite.com and through the customer support portal, Monday through Friday, [8:00 a.m. to 6:00 p.m. Eastern Standard Time], excluding Sitehub Suite holidays (“Business Hours”).
03Severity Levels and Target Response Times
Upon receiving a support request, Sitehub Suite will use commercially reasonable efforts to classify and respond within the following target timeframes. These are targets, not guarantees, and do not, by themselves, entitle Customer to service credits.
| Severity | Description | Examples | Target Initial Response |
|---|---|---|---|
| Severity 1 – Critical | The Services are completely unavailable to Customer, with a critical business impact. | Platform-wide outage; all Customer Data inaccessible. | < 4 hours |
| Severity 2 – High | A core feature is unusable or severely degraded, without a full outage. | Reports fail to generate; significant slowness across the platform. | < 8 business hours |
| Severity 3 – Medium | A non-core feature is impaired but a workaround exists. | A secondary report is slow to load; a minor UI issue. | < 2 business day |
| Severity 4 – Low | General questions, minor cosmetic issues, or feature requests. | How-to questions; cosmetic display issues. | < 3 business days |
04Maintenance and Upgrades
Sitehub Suite may perform scheduled maintenance that temporarily affects availability of the Services. Sitehub Suite will use commercially reasonable efforts to: (a) schedule routine maintenance during non-peak hours; and (b) provide at least 24 hours advance notice of scheduled maintenance expected to cause Service downtime, except in the case of emergency maintenance necessary to address a security vulnerability or urgent operational issue, in which case Sitehub Suite will provide notice as far in advance as reasonably practicable. Scheduled maintenance performed with such notice does not count as “downtime” for purposes of the Availability SLA below.
05Availability Service Level Agreement
5.1 Uptime Commitment
Sitehub Suite will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.5%.
“Downtime” means any period in which the Services are unavailable to Customer for reasons within Sitehub Suite's reasonable control, excluding: (a) scheduled maintenance performed in accordance with Section 4; (b) issues caused by Customer's equipment, internet connectivity, or Non-Sitehub Suite Applications; (c) force majeure events; and (d) beta or experimental features not covered by this SLA.
06Changes to This Policy
Sitehub Suite may update this Support Policy from time to time. Material reductions in the Support scope or Availability commitment during an active Subscription Term will be communicated in accordance with the notice provisions of the Terms of Service.