Support Policy
Hours, channels, and incident response practices for Truffle customer support.
Truffle offers support services to its customers (“Support”) in accordance with this Truffle Support Policy (“Support Policy”):
Support Hours
We provide Support through multiple channels:
- Help Center (self-serve): 24×7
- AI Agent / Chatbot: 24×7 (see “AI Agent Support” below)
- Human Support (email/chat): Monday–Friday, 9:00–17:00 U.S. Eastern Time
- Weekends/holidays: human triage for urgent incidents only (see “Incident Response”)
AI Agent Support
Our AI agent may assist with common questions 24×7. AI outputs can be incorrect or incomplete; do not share secrets, credentials, or sensitive personal data in chat. We may review AI conversations to improve Support and prevent abuse.
Customer Support First Response Times
We aim to respond to email and website-chat inquiries within one (1) business day (Monday–Friday, 9:00–17:00 U.S. Eastern Time), excluding U.S. federal holidays. These are targets, not guarantees, and do not modify any service levels in the SLA.
Channels
Customers may contact Truffle for Support via website chat or via email at team@hiretruffle.com.
Customer Cooperation
Customer will provide information reasonably required to diagnose and resolve issues, which may include:
- Description of impact and scope (affected users/tenants), timestamps, repro steps
- Relevant URLs, error messages, and screenshots; browser console/network logs
- Confirmation of recent changes (auth, DNS, CDN, firewall, SSO, integrations)
- Temporary permission for account access if required for troubleshooting
Where synchronous troubleshooting is needed, we may propose a phone or video session.
Incident Response
An “Incident” means a critical impact to Truffle’s hosted Services for multiple customers with no reasonable workaround (e.g., service not responding or failing to serve content).
- Reporting: report Incidents via the Status Page form or email subject “URGENT INCIDENT” to support@hiretruffle.com.
- Communications: we will post updates to the Truffle Status Page and, when appropriate, email affected customers.
- Coverage: weekend/holiday human triage is limited to Incidents. All non-incident tickets are handled next business day.
- SLA: availability/service credits are governed solely by the Service Level Agreement (SLA).
Support Data Handling
To troubleshoot issues, we may access account metadata and logs under least-privilege access controls. If temporary access to Customer environments is required, we will seek written permission first. Support interactions (including chat transcripts) may be retained for training support staff, preventing abuse, and improving Support.
Exclusions
We have no Support obligation to the extent an issue arises from: (a) use of the Services contrary to the Agreement or Documentation; (b) general Internet problems, force majeure, or factors outside our reasonable control; (c) Customer’s equipment, software, network, or other infrastructure; (d) third-party systems, integrations, or acts/omissions; (e) beta, trial, or proof-of-concept features; or (f) unsupported configurations or browsers listed in our Help Center.