Legal
Support Policy
Last updated November 11, 2026
Every client system we host includes direct human support, 24/7 automated outage monitoring, daily off-site backups, and routine maintenance. Here is how to reach us and what to expect.
Hours
- Standard support: 7:00 am – 10:00 pm Mountain Time, 7 days a week.
- Outside those hours: automated monitoring runs 24/7 and pages our team immediately for outages. Non-urgent requests sent overnight are answered the next morning.
How to reach us
- Email: apps@sandboxsynergy.org (include your business name and what you were doing)
- Phone / text: (833) 236-0031
- Live system status: sandboxsynergy.org/status
Response times
| Priority | Examples | First response | Target fix |
|---|---|---|---|
| Critical | Your site or staff app is down; customers can't request quotes or pay; data looks missing | Within 1 hour during support hours. Outages detected by monitoring are worked on immediately, any hour | Restore service ASAP; updates every hour until fixed |
| High | A main tool is broken for everyone (for example, invoices won't send) but the site is up | Within 4 support hours | 1 business day |
| Normal | One feature misbehaving, a wording change, or a how-to question | Within 1 business day | Agreed per request |
| Change requests | New feature, new page, or design change | Within 2 business days, with an estimate | Scheduled |
"Response" means a person on our team has looked at your request and replied — not an automated acknowledgement.
What we do on our side
- Monitor every client site every 5 minutes from our servers and from independent outside monitors.
- Back up your data daily (automated database backups plus a nightly copy stored separately off-site). Restores are tested regularly.
- Tell you within 1 hour if we find an issue that affects your customers, and send a short plain-English summary afterwards.
What we need from you
- One main contact, and a backup contact who can approve urgent changes.
- Let us know before changing your domain or DNS settings, your email provider, or your payment account.
Not covered
- Problems caused by outside accounts you control (such as your domain registrar, payment processor, or phone carrier accounts), though we will help diagnose them.
- Content edits you enter yourself that need cleanup (we'll gladly fix them on request as a Normal-priority item).
Questions about this page? Contact Sandbox Synergy LLC at apps@sandboxsynergy.org or (833) 236-0031. See also Terms, Privacy, Refunds, Support and Status.