Statement of Support
What Togglebox support covers, what remains customer-managed, and how to route requests.
Support model at a glance
Togglebox support focuses on platform health, service availability, and core hosting operations.
Included support scope
- Datacenter, host hardware, and core network availability.
- Platform availability and provisioning operations.
- OS-level support for standard Togglebox-provided templates.
- Account management and support request routing.
Limited or customer-managed scope
- Application-level code, third-party software behavior, and custom stack tuning.
- Business logic, release workflows, and data-model design decisions.
- External networks and systems not managed by Togglebox.
- Custom security controls beyond documented managed service scope.
How to get the right help fast
Use Contact Us and describe your need: sales, support, billing, or architecture. For contract and policy context, review Terms of Service and Acceptable Use Policy.
Common Questions
What does Togglebox support include?
Togglebox support covers platform infrastructure, environment setup, deployment troubleshooting, scaling guidance, and platform-level incidents. We don't debug application code or custom business logic. For the full scope, see our Statement of Support.
How are escalations handled?
Start with live chat for fast triage. Complex or high-impact issues move to a senior engineer. If the issue affects infrastructure stability or requires coordinated action, it escalates to engineering management.
What are the terms of service and policies for my account?
Your account is governed by our Terms of Service, Acceptable Use Policy, and Privacy Policy. These documents define acceptable use, billing terms, data handling, and service commitments.
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Need scope confirmation for a project?
Share your stack and requirements, and we will explain what Togglebox covers and what stays with your team.
Clarifying scope early helps avoid delays during incidents and onboarding.