Zenbox Support Policy

Effective Date: 1 August 2025

Zenbox (“we,” “our,” or “us”) is committed to providing high-quality customer support to ensure the best experience with our AI-powered email management platform. This Support Policy outlines the scope, availability, and terms of support services provided to Zenbox users.

1. Support Channels

We provide support through the following official channels:
1. Email Support: support@zenbox.com
2. In-App Help & Feedback: Available via the Zenbox web or the app.
3. Knowledge Base & Documentation: Available via the Zenbox web or the app.

2. Support Availability

• Standard Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT+7)
• Response Time:
  • Free Plan: Initial response within 24 business hours
  • Premium Plan (if applicable): Initial response within 8 business hours
• Holidays: Support is unavailable on national and company holidays. Responses will resume on the next business day.

3. Scope of Support

Zenbox Support can assist with:

• Account setup and login issues
• Email integration and connection troubleshooting
• Guidance on using AI features, tagging, and workflow tools
• Bug reporting and known issue information
• Subscription and billing inquiries (if applicable)

Support does not include:

• Custom development, third-party system configurations, or on-site support
• Resolving issues caused by unsupported email providers or user-side modifications
• Legal, financial, or business advice related to AI-generated content

4. Severity Levels and Response Targets

We prioritize support requests based on their impact:

• Critical (P1): Service unavailable or major data loss, response within 8 business hours
• High (P2): Major feature not working; significant disruption, response within 12 business hours
• Medium (P3): Limited feature issues; workaround available, response within 24 business hours
• Low (P4): General inquiries or minor UI issues, response within 48 business hours

5. User Responsibilities

To help us provide effective support, you agree to:

• Provide accurate and detailed information about the issue.
• Follow troubleshooting steps as requested by support staff.
• Keep your software and browsers updated to supported versions.
• Use the Service in accordance with our Terms and Conditions.

6. Escalation and Resolution

If your issue remains unresolved:
1. A support ticket will be escalated to our technical team.
2. Critical or high-severity issues may involve temporary workarounds while a permanent solution is developed.
3. We will provide status updates until resolution.

7. Limitations of Support

• Zenbox is provided “as is”, and support does not guarantee issue resolution in all cases.
• We are not responsible for problems caused by:
  • Unsupported email providers or configurations
  • Internet connectivity issues or third-party services
  • AI misinterpretations, as Zenbox outputs are advisory only

8. Changes to This Support Policy

We may update this Support Policy from time to time. Updates will be posted on our website, and your continued use of Zenbox constitutes acceptance of the updated policy.

9. Contact Us

For support inquiries:
Email: support@zenbox.com