We at Hoxhunt are committed to providing efficient, reliable, and transparent technical support to help you get the most out of our products. This policy outlines our support processes, including support channels, availability, response times, and escalation procedures.
Support Channels & Availability
We offer support through the following channels:
- Email: support@hoxhunt.com
- Knowledge Base: https://support.hoxhunt.com/hc/en-us
Business Hours:
Our support team operates across multiple time zones to provide extended coverage from Monday to Friday:
- Europe (EET): 9:00 AM – 5:00 PM
- US (CST): 9:00 AM – 5:00 PM
- Global Coverage: 7:00 AM – 11:00 PM UTC
This ensures broad availability to assist you during your business hours.
Response Times
Our goal is to respond promptly and effectively to all inquiries. We classify issues into four priority levels to ensure appropriate response and resolution times. All inquiries receive an automatic confirmation upon receipt.
| Priority Level | Description | Response Time | Resolution Goal |
|---|---|---|---|
| Critical (P1) | Complete service outages, data loss, or significant security breaches affecting all users. Examples: System downtime, security vulnerabilities, data corruption. |
Within 12 hours | Continuous effort until resolved |
| High (P2) | Major functionality issues affecting core features or many users, without full outage. Examples: Major feature failures, degraded performance. |
Within 1 business day | Within 3 business days |
| Normal (P3) | Standard requests like troubleshooting, usage help, or minor bugs. Examples: Minor bugs, feature clarifications. |
Within 3 business days | Within 10 business days |
| Low (P4) | Non-urgent inquiries like feature suggestions or cosmetic issues. Examples: Feature requests, UI/UX feedback. |
Within 7 business days | As appropriate based on roadmap |
Individual user issues are welcome and addressed appropriately, typically classified as Low (P4) priority unless they significantly impact critical workflows.
Escalation Procedures
If your issue requires additional attention, we follow a structured escalation process:
- Level 1: Initial investigation and troubleshooting by our Support Team.
- Level 2: Escalation to a Technical Specialist for complex or unresolved issues.
- Level 3: Escalation to our Product Engineering team for critical technical challenges.
Feedback & Continuous Improvement
We value your feedback! After resolving your issue, you may receive a survey to share your experience. Your input helps us improve our support services and better meet your needs.