Version 1.0 · Effective October 16, 2026

This Support Policy is part of the Beacn Online Subscription Agreement. Support is available Monday to Friday, 8:00 a.m. to 5:00 p.m. Pacific Time, excluding US federal holidays, by email and in-app chat. We commit to response times, not resolution times.

1. Channels

Email: hello@beacn.net
In-app: the help option inside the Service
Operator and Enterprise customers have a named support contact.

2. Severity levels and response targets

Severity	Definition	First response target
1: Critical	The Service is unavailable, or a security incident is suspected	4 business hours
2: High	A core play or feature does not work and there is no workaround	1 business day
3: Normal	A feature is impaired but a workaround exists, or a how-to question	2 business days
4: Low	A feature request or general feedback	Acknowledged and considered for the roadmap

We assign severity using the definitions above. Response targets are goals we use commercially reasonable efforts to meet. They are not guarantees and do not earn service credits.

3. Onboarding

Plan	Included onboarding
Growth	Self-serve onboarding and documentation
Operator	One kickoff session and two working sessions within the first 30 days
Enterprise	One kickoff session, four working sessions within the first 60 days, and a monthly review

Configuration, custom plays, integrations or training beyond the above are available under a separate statement of work.

4. Maintenance

Planned maintenance is scheduled outside support hours where possible, with at least 24 hours' notice by email. Emergency security maintenance may happen without notice.

5. Data continuity

Customer Data is stored with managed hosting and database providers, with regular automated backups.
You can export your Customer Data from the Service at any time during the Subscription Term and for 30 days after it ends.

6. Exclusions

Support does not cover problems caused by your systems, CRM or third-party applications, or use of the Service in breach of the Agreement. Preview, beta and free features are supported on a best-effort basis.