HuddlBase Support And Incident Response

1. Support Channels

If your company uses HuddlBase, use support@huddlbase.com or the support contact shared with you during onboarding. If you are still evaluating HuddlBase, your HuddlBase contact can set up a direct support channel when onboarding begins.

Please do not send passwords, payment cards, secrets, or other sensitive regulated data through support messages.

2. Severity Levels

• SEV0: suspected data exposure, security incident, or full production outage.
• SEV1: login, access, or core request workflow unavailable for a customer.
• SEV2: degraded feature, performance issue, or non-critical workflow failure.
• SEV3: minor bug, usage question, documentation issue, or low-impact defect.
• Feature request: enhancement or module expansion that does not block current work.

3. Response Targets

HuddlBase prioritizes security, data exposure, login, access, and core workflow issues before feature requests. Specific response commitments may be stated in a signed customer agreement.

4. Billing And Cancellation Support

For V1, billing changes, cancellation questions, refund requests, and trial-conversion questions should be sent through support@huddlbase.com or the support contact provided during onboarding.

Do not send payment-card numbers, passwords, authentication links, API keys, or regulated personal data through support messages.

5. Incident Handling

• Triage security and data-exposure reports before feature work.
• Preserve relevant logs and audit records.
• Mitigate active exposure first, then communicate impact and next steps.
• Use rollback or access restriction where needed to protect customers.

6. Non-Emergency Service

HuddlBase is not an emergency response system. Customers must not rely on HuddlBase for urgent safety, medical, law-enforcement, or real-time dispatch obligations.