Checkbox Support Policy

Checkbox Support Tiers

1Support Requests: Issues or questions raised by you through any of the listed Channels above.

29/6 Support: Hours of coverage include 9AM – 6PM from Monday through Friday, Australian Eastern Time (AET); or 9AM – 6PM from Monday through Friday, Eastern Time (ET).

3Tickets: Tickets are Support Requests that have been submitted via the In-platform Support Widget or Self-help Knowledge Base and have been flagged as a Ticket on the form. Each Ticket includes 1 hour of services. Further time spent to resolve the ticket may be charged out at $200/hr. This does not apply to Tickets where the issue is technical in nature and was caused by Checkbox. Additional Tickets may be charged out at $200 per ticket.

4Initial Response Times: Checkbox will use commercially reasonable efforts to meet the target initial response times for the applicable Severity Level. Checkbox commits to delivering to these target initial response times for Tickets only (Ticket Response Time Commitment).

5Customer Success Manager (CSM): An assigned Checkbox contact who is available to provide direct support on technical, product & design enquiries via email, call and when commercially reasonable, on-site visits.

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Support Includes

Support Does Not Include

Definition of Severity Levels

Uptime Commitment

During the term for which Checkbox has agreed to provide you access to the Checkbox Platform, Checkbox commits to use commercially reasonable efforts to provide the corresponding Monthly Uptime Percentage6 according to the hosting arrangement as specified in your Order (Uptime Commitment).

6Monthly Uptime Percentage: The percentage of time per month during which your Checkbox instance is up as measured by our monitoring & logging infrastructure.

Service Level Commitment

Our Uptime Commitment and our Ticket Response Time Commit together form our Service Level Commitment.

Service Credit Points

If we confirm that there is a failure to meet our Service Level Commitment, you may request Service Credit Points for this failure within 15 days of when it was first identified and not later. To receive Service Credit Points (SCP), you must send an email to support@checkbox.ai with the subject ‘Service Credit Point Request’, containing the details of the corresponding failure.

SCPs are issued according to the following table.

SCPs will entitle you to a reduction of future payments under your Order. SCPs are calculated at the end of the month according to the following table, and are reset to 0 for the subsequent month.

Service Credits are your sole and exclusive remedy, and our sole and exclusive liability, for our failure to meet our Service Level Commitments.

HELP WITH UNSUPPORTED ISSUES

Partners

Checkbox works with service partners who can provide managed support tailored to your needs. Enquire with your Account Manager or Customer Success Manager if you are interested.