Support Policy
Effective Date: May 11, 2026
This Support Policy describes the support 23blocks provides to Customers. It is companion to and incorporated by reference into the 23blocks Terms of Service (the "Agreement"). Capitalized terms not defined here have the meanings given in the Agreement.
1. Scope of 23blocks Support
23blocks provides support exclusively for the Service Lines for which Customer has an active Order Document. 23blocks Support does NOT cover:
- (a) Custom Applications outside the included-support window stated in the applicable Implementation SOW or Quote.
- (b) Third-party services or integrations not provided by 23blocks (e.g., Customer's chosen CRM, payment processor, video service, calendar service).
- (c) End-user-facing operations of Customer products (login user-experience, customer billing systems, refunds, customer service for Customer's own customers).
- (d) Deliverables of Implementation SOWs whose warranty period or included-support window has expired, unless covered by an active Application Support Plan for the specific Custom Application.
- (e) Post-warranty maintenance of work delivered under any closed Order Document, unless covered by an active Support Plan.
- (f) Any Service Line for which Customer does not have an active Order Document.
Where Customer requires support for any of the foregoing, support is available only under a separate written Order Document — typically a Support Plan, a new Implementation SOW, or a Professional Services SOW.
2. Service Line Coverage
Support tracks the Service Lines defined in the Agreement. Coverage by Service Line:
| Service Line | What's Covered | Plans Available |
|---|---|---|
| (A) Platform Services | The Blocks, the Platform infrastructure, the platform endpoints | Platform Support Plan tiers (5x8, 6x12, 7x24, by-incident) |
| (B) Implementation Services | Within included-support window stated in SOW (default 3 mo / 10 hrs/mo); thereafter, only under an Application Support Plan | Application Support Plan (per-Application) |
| (C) Professional Services | Not applicable — Professional Services is itself the engagement | N/A |
| (D) Infrastructure Services | Within warranty period stated in SOW (default 3 mo); thereafter, requires separate engagement | Managed Services SOW or Application Support Plan |
| (E) Support Services | This is the Service Line itself | Customer may upgrade or downgrade tiers per the Order Document |
3. Support Plan Tiers
Standard 23blocks Support Plan tiers:
3.1 5x8 Business Hours
Coverage Monday–Friday, 9:00 AM–5:00 PM Mountain Time (Customer's local equivalent for international Customers as noted in the Order Document). Standard SLA per Section 6 below.
3.2 6x12 Extended Coverage
Coverage Monday–Saturday, 8:00 AM–8:00 PM Mountain Time. Standard SLA per Section 6 below.
3.3 7x24 High Availability
Coverage 24 hours per day, 7 days per week, with 3 staffed shifts. Premium SLA per Section 6 below; faster response and resolution targets.
3.4 By-Incident
No prepaid coverage; each incident is billed on a per-incident basis at then-current rates. SLA targets are commercially reasonable but not contractually guaranteed.
3.5 Plan Selection
The applicable Support Plan tier is stated on the Customer's Support Plan Order Form. Customer may upgrade at any time (effective immediately, prorated for remainder of term) or downgrade (effective at end of current billing period).
4. Plan Coverage Type
Support Plans cover specifically what is identified in the Order Form:
4.1 Platform Support Plan
Covers Platform Services (Service Line A) only. Includes incident response on the Blocks, the Platform infrastructure, and the platform endpoints. Does NOT include any Custom Application support.
4.2 Application Support Plan
Covers a specifically-named Custom Application that 23blocks built. Coverage is per-Application; not implied from a Platform subscription. Customer must list each Custom Application to be covered. A separate Application Support Plan is required for each Custom Application.
4.3 Comprehensive Support Plan
Platform Services and one or more named Custom Applications, in a single bundled engagement. Pricing reflects the bundle. Coverage is limited to what's listed.
5. Incident Reporting
5.1 Channels
Customer may submit support events through:
- (a) The 23blocks Support web portal at https://23blocks.com/support.
- (b) Email to support@23blocks.com.
- (c) The dedicated channels provided in the Customer's Order Document (e.g., Slack channel, Jira Service Desk).
- (d) Support phone numbers assigned to the Customer's deployment.
All support events are logged and assigned a case number for tracking.
5.2 Required Information
When submitting an incident, Customer should include:
- Customer name and account ID.
- Service Line and (if applicable) the Custom Application affected.
- Severity classification (Critical / High / Medium / Normal — see Section 6).
- Description of the issue, including steps to reproduce.
- Time when the issue began.
- Affected User scope (one user, multiple users, all users).
- Any Customer-side troubleshooting already attempted.
5.3 Severity Classification
Customer initially classifies the severity. 23blocks may, at its discretion, re-classify on review. Disputes about classification are resolved by the 23blocks Support Manager, whose determination is final for SLA purposes.
6. Service Level Agreements
| PRIORITY | DESCRIPTION | RESPONSE TIME | RESOLUTION TARGET | VOLUME LIMITS |
|---|---|---|---|---|
| CRITICAL | Loss of service makes operation impossible; business continuity at risk | 1 hour | 99% within 1–4 hours | Unlimited |
| HIGH | Loss of service delays operation; impacts 3+ Users | 24 hours | 85% within 24–48 hours | 7–9/month |
| MEDIUM | Some services inaccessible; impacts <3 Users; no operational impact | 24–48 hours | 85% within 48–72 hours | 4–6/month |
| NORMAL | Loss of service affects user but does not prevent task completion | 48–72 hours | 85% within 4–7 business days | 1–3/month |
Table: Priority Incident Support Policy — 23blocks
- Response Time = time at which analysis of an incident has begun (does not include resolution time).
- Resolution Time = time at which a solution for the incident has been delivered.
- Volume Limits: applicable per Customer per month for High / Medium / Normal severities; incidents above volume limits are billable on a per-incident basis.
For 7x24 High Availability plans, Response Times are halved; Resolution Targets remain as above.
7. Determining Support
Once a request is received:
- (a) Acknowledgment within the Response Time per Section 6.
- (b) Initial diagnosis by Level 1 analyst.
- (c) Escalation to Level 2 (developers, architects of the original solution) if needed.
- (d) Escalation to Level 3 (solution architects, external resources if required) if needed.
- (e) Notification to requestor on resolution. If Customer indicates the problem persists, work continues until both parties are satisfied.
- (f) Closure of the case after a defined post-resolution monitoring period.
8. Support Modes
Support is delivered through whichever mode is most efficient per the issue:
- (a) Chat / ticketing — most minor problems and difficulties.
- (b) Phone / video — when synchronous communication accelerates resolution.
- (c) Remote screen-sharing — when applicable; Customer's permission required for any remote access.
- (d) On-site — only where applicable to the Customer's Order Document and at additional travel cost.
9. Support Suspension for Outstanding Balances
23blocks reserves the right to suspend support services for any Customer account with outstanding past-due balances, consistent with Section 11 (Expenses and Payment) of the Agreement. The cadence:
- Day 15 past due. 23blocks may, in its discretion, refuse to process new support requests, refuse out-of-scope work, and refuse account changes (per Agreement Section 11.2(b)).
- Day 30 past due. 23blocks may suspend support services entirely upon five (5) days' written notice (per Agreement Section 11.2(c)). During suspension:
- Customer's deployed Services may continue to operate to the extent technically feasible.
- No new support requests are processed.
- No account changes (access provisioning, migrations, data exports) are fulfilled.
- Day 60 past due. 23blocks may terminate the Support Plan and any related Order Documents per Agreement Section 11.2(d).
- Reinstatement. Support is reinstated upon confirmation of full payment of all outstanding balances. No additional reinstatement fees.
23blocks's election not to invoke any remedy in any past instance is not a waiver per Agreement Section 11.3.
10. Out-of-Scope Requests
Support requests that fall outside the scope of Customer's Support Plan are addressed as follows:
- (a) Custom Application not under an Application Support Plan. Request will be quoted as a Professional Services engagement or Implementation engagement; no work undertaken until a separate Order Document is signed.
- (b) Third-party service issues. 23blocks may, at its discretion, investigate as a billable Support incident under Section 6 (treating diagnosis time as Support time consumed); resolution typically requires Customer to engage the third party directly.
- (c) End-user complaints. End-user complaints to 23blocks are referred back to Customer; 23blocks does not directly support End Users (per Agreement Section 10.2).
- (d) Pre-existing issues outside warranty. Custom Applications whose warranty has expired and that are not under an Application Support Plan are out of scope. Quote available on request.
11. Changes to This Policy
23blocks may update this Support Policy from time to time. Material changes will be notified to active Customers at least thirty (30) days before they take effect, consistent with Agreement Section 28. The version of this Policy in effect at the time of an Order Document's signing applies for that Order Document's term unless otherwise agreed.
12. Inconsistencies
If there is any inconsistency between this Policy and the Customer's Order Documents (Order Form, Quote, SOW, Support Plan Order Form, MSA), the order of precedence in Agreement Section 3.3 governs. Where Customer's Order Document expressly references this Policy and is silent on a specific item covered by this Policy, this Policy applies.