This policy describes how to get help with Boundless API and what response times you can expect.
1. Support Tiers
| Tier | Channel | Best For | Response Target |
|---|---|---|---|
| Tier 0 | Docs, FAQ, Status | Self-service | Immediate |
| Tier 1 | Discord #support | Community help, quick questions | Best effort |
| Tier 2 | support@boundlessapi.com | Account, billing, API issues | See below |
| Tier 3 | Priority email / Slack (Enterprise) | Production incidents, contracts | Per agreement |
2. Response SLAs
We commit only to SLAs we can reliably meet:
| Account Type | First Response | Resolution Target |
|---|---|---|
| Free / Welcome credits | 1–2 business days | Best effort |
| Pay-as-you-go (purchased credits) | 4 business hours | 3 business days |
| Enterprise | Per contract (e.g., 1h critical) | Per contract |
Business hours: Monday–Friday, 9:00–18:00 US Eastern Time (UTC-5/UTC-4), excluding U.S. federal holidays.
We do not guarantee same-day response for free accounts.
3. What We Support
| In Scope | Out of Scope |
|---|---|
| Account access, 2FA, OAuth issues | Debugging your application code |
| Billing, credits, refunds | Model output quality or accuracy |
| API authentication and errors | Custom model training |
| Rate limits and spend caps | Legal advice |
| Routing, failover behavior | Upstream provider internal outages (we assist with workarounds) |
| Integration with OpenAI-compatible SDKs | On-premise deployment (unless Enterprise) |
4. Severity Levels
When emailing support, include severity:
| Severity | Definition | Example |
|---|---|---|
| P1 — Critical | Complete API outage affecting production | All requests failing 5xx |
| P2 — High | Major feature degraded | Specific model down, billing incorrect |
| P3 — Medium | Non-blocking issue | Single key issue, documentation error |
| P4 — Low | Question or feature request | How-to, pricing question |
P1/P2 for paying customers receive priority during business hours.
5. How to Contact Us
Email (recommended for billing and account)
support@boundlessapi.com
Include:
- Account email
- Request ID or timestamp (from Activity log)
- Model name and API key prefix (never full key)
- Error message and HTTP status
- Steps to reproduce
Discord
Community support at #support. Boundless team monitors during business hours. Do not post API keys.
Status Page
For outages: System status (https://www.boundlessapi.com/en/status.html) — subscribe for email updates.
6. Incident Communication
During widespread outages (SEV1), we will:
- Post on Status Page within 30 minutes of confirmation
- Update every 60 minutes until resolved
- Publish post-incident summary for SEV1 within 5 business days
7. Language
Primary support language is English. We aim to assist in other languages when possible but cannot guarantee it.
8. Abuse and Security
- Abuse reports: abuse@boundlessapi.com
- Security vulnerabilities: security@boundlessapi.com (see Security Disclosure Policy)
9. Feedback
Product feedback and feature requests: support@boundlessapi.com or Discord #feedback.