Statement of Support
What Togglebox support covers, what stays with your team, and how to route a request.
Every support engineer is a Togglebox employee, not an outsourced contractor.
Live chat and tickets are staffed around the clock, including weekends and holidays.
We run infrastructure, the platform, and OS templates. Application code stays with your team.
Sales, billing, support, and architecture questions all go through one contact form.
Included Support Scope
These are the infrastructure and platform layers Togglebox owns and supports end-to-end.
- Data center, host hardware, and core network availability.
- Platform availability and provisioning operations.
- OS-level support for standard Togglebox-provided templates.
- Account management and routing of support requests.
Limited or Customer-Managed Scope
The application layer and workflows that run on top of the platform stay with your team.
- Application code, third-party software behavior, and stack tuning.
- Business logic, release workflows, and data-model decisions.
- External networks and systems not managed by Togglebox.
- Custom security controls and compliance work not listed in your service agreement.
How to Get the Right Help Fast
Use the Contact us form and tell us what you need: sales, support, billing, or architecture help. The more specific you are, the faster it reaches the right team.
See also: Terms of Service and Acceptable Use Policy for contract context.
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. We’ll confirm what Togglebox covers and what stays with your team.
Settle scope before launch, and incidents and onboarding move faster.