Support Policy

Support Availability

HaulHub provides technical support during normal business hours, Monday through Friday, excluding HaulHub-observed holidays (“Support Hours”).

Scope of Support

Technical support includes assistance with:

Access and authentication issues
Application errors or unexpected behavior
System availability or performance concerns
General product usage questions
Troubleshooting and issue resolution guidance

Support is provided for currently supported versions of HaulHub products and services.

Response Targets

HaulHub will make commercially reasonable efforts to respond to support requests within the following timeframes during Support Hours:

Severity	Description	Initial Response Target
Critical	Production system unavailable or major functionality impacted with no workaround available	2 business hours
High	Significant functionality impaired but workaround exists	4 business hours
Medium	Non-critical issue affecting normal operations	1 business day
Low	General questions, enhancement requests, or cosmetic issues	2 business days

Response times are targets and not guaranteed resolution times.

Support Channels

Primary support channels:

Email: support@haulhub.com
Phone: 833-HAULHUB
Chat: In product chat available

Exclusions

Technical support does not include:

Custom development or consulting services
Support for third-party systems not managed by HaulHub
Issues caused by customer network, hardware, or unsupported configurations
Training services beyond standard onboarding documentation

Holiday and After-Hours Support

Support is not routinely staffed outside of Support Hours unless otherwise specified in a customer agreement or applicable service-level agreement (SLA).

Critical issues reported outside Support Hours will be reviewed on a best-effort basis.