Service Level & Support Policy

ElevenOrbits support covers active customer accounts, ordered services, billing questions, provisioning coordination, managed infrastructure operations, approved add-ons, and issues submitted through official support channels.

Support scope depends on the purchased plan, service category, active subscription status, customer instructions, and any written agreement between ElevenOrbits and the customer.

ElevenOrbits aims to respond to support requests in a commercially reasonable manner based on severity, plan level, queue volume, account status, and available information. Unless a written agreement provides a specific SLA, response times are targets and not guaranteed service credits.

Customers should provide complete details, affected services, timestamps, error messages, recent changes, screenshots where safe, and business impact so the team can prioritize correctly.

Maintenance, upgrades, migrations, reboots, security remediation, vendor work, network changes, and emergency fixes may be required to keep services stable and secure.

Where practical, ElevenOrbits will coordinate planned work with affected customers. Emergency maintenance may occur without advance notice when required for security, availability, or platform integrity.

Support does not include unrelated third-party application development, unsupported software, customer-created vulnerabilities, unlawful content, unmanaged systems, custom engineering outside the service scope, or work that requires additional paid engagement.

Support requests can be opened through the customer portal or by contacting support@elevenorbits.com.