Support Policy

Priority Levels

Support requests are classified into four priority tiers:

Priority 1 (P1) — Critical

Platform services are down, causing critical impact to business operations with no workaround available.

Target response: Within 2 hours

Priority 2 (P2) — High

Services are significantly degraded, affecting major business operations without viable alternatives.

Target response: Within 4 business hours

Priority 3 (P3) — Medium

Performance issues causing delays while maintaining basic functionality.

Target response: Within 1 business day

Priority 4 (P4) — Low

Minor issues including documentation errors, cosmetic issues, or other non-substantive user interface issues.

Target response: Within 2 business days

Business Hours

Support operates based on the customer's service agreement location. Default hours are 9am–5pm Monday–Friday, New South Wales, Australia time.

Submitting a Support Ticket

Tickets must be submitted via the support portal at support.bndry.net with an accurate priority level assigned.

Email submissions default to P4 priority. BNDRY reserves the right to adjust priority during triage and is not liable for response delays caused by incorrect customer priority assignments.

Escalation

If response targets are missed, customers may escalate as follows:

• Level 1: Contact your support account manager or customer success contact
• Level 2: Email support@bndry.net for further escalation

Service Status

Current platform status is available at status.bndry.net.