Support & Service Levels
Version: October 6, 2026.
How to get help with any Honeybee Logic product, and the service levels we commit to for Subscription Services. For organizational customers, this document is the Service Level Schedule referenced in and attached to your Order.
Getting support
| Item | Detail |
|---|---|
| Support email | support@honeybeelogic.com |
| Support hours | Business days (for schools, school days), 8:00–17:00 Mountain Time |
| Billing and account questions | Same address — include your account email or invoice number |
| Privacy requests | privacy@honeybeelogic.com |
| Accessibility feedback | info@honeybeelogic.com (subject line: "Accessibility") — we respond within five business days |
Individual (B2C) subscribers: you can manage your subscription — including cancellation, effective at the end of the current billing period — directly in your account settings. For anything you can't do there, email support.
Organizational customers: support requests come from your designated staff contacts (named on your Order). Support hours can be adjusted on the Order for customers in other time zones if agreed.
Availability
| Commitment | Target |
|---|---|
| Monthly uptime for Subscription Services | 99.5%, excluding scheduled maintenance, as measured by Honeybee Logic's monitoring |
| Scheduled maintenance | Outside the Customer's regular working hours (for schools, 8:00–16:00 local time on school days; otherwise local business hours) where practical, with 48 hours' notice |
Response targets
| Severity | Meaning | First response | Update cadence |
|---|---|---|---|
| 1 — Critical | Service down or unusable for all users | 1 business day | Each business day |
| 2 — Major | Key feature broken, no workaround | 2 business days | Every 2 business days |
| 3 — Minor | Degraded or cosmetic issue, workaround exists | 3 business days | On resolution |
| 4 — Question / request | How-to questions, feature requests | 5 business days | — |
Response targets are goals we organize the company to meet, not guaranteed response times. Service credits under this Schedule attach to availability only (see Remedies).
Remedies
If monthly uptime falls below 99.5% (excluding scheduled maintenance and force majeure, as measured by Honeybee Logic's monitoring), Customer may request a service credit of 5% of that month's subscription fee per full percentage point below target, up to 25% of the monthly fee. Credits are the exclusive remedy for missed availability targets and must be requested within 30 days of the affected month. For organizational customers, credits apply under the applicable Order and Master Services Agreement.