Support & Service Levels

Support & Service Levels

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.