Support Policy
This policy outlines how BNDRY provides support to customers, including priority levels, response targets, and escalation paths.
Last Updated: 18th July 2026
Priority Levels
Support requests are classified into five priority tiers:
Priority 1 (P1) — Critical
A complete outage — customers are unable to use BNDRY at all, and no workaround is available.
Target response: Within 2 hours
Priority 2 (P2) — High
A major function is broken or badly degraded with no reasonable workaround, preventing the customer from meeting a deadline or obligation.
Target response: Within 4 business hours
Priority 3 (P3) — Medium
Noticeable performance or reliability problems that are disruptive, but core functionality remains usable and work can continue.
Target response: Within 1 business day
Priority 4 (P4) — Low
A minor, self-contained issue with no effect on the customer's ability to use the platform or meet their obligations.
Target response: Within 2 business days
Priority 5 (P5) — Informational
No real impact on the platform or the customer's operations — for example, a question, suggestion, or cosmetic issue.
Target response: Best effort, no committed target
Business Hours
Support operates during Australian business hours: 9am–5pm Monday–Friday, Sydney time (New South Wales, Australia).
Submitting a Support Ticket
Tickets can be submitted via the support portal at support.bndry.net, where you can select the Customer Impact level that best reflects how the issue affects your business. Raising your ticket this way gives us the information we need to triage and respond appropriately, so your issue has the best chance of being actioned quickly.
Tickets submitted by email to [email protected] default to Priority 5 (P5), as we're unable to assess customer impact from an email alone. These tickets wait for us to triage and assign an accurate priority before we can respond, which may take longer than a ticket raised through the portal. BNDRY reserves the right to adjust the priority of any ticket during triage and is not liable for response delays caused by an inaccurate initial classification.
Escalation
If response targets are missed, customers may escalate as follows:
- Level 1: Contact your support account manager or customer success contact
- Level 2: Email [email protected] for further escalation
Service Status
Current platform status is available at status.bndry.net.