Support terms
How to request help with Binomial and understand the support arrangements for your organization.
Updated
Scope of support
You can contact Binomial about account access, approved source connections, collection and report behavior, product questions, or a suspected defect. A readiness assessment, capability program, custom integration, or implementation engagement has its own agreed scope.
The applicable customer agreement defines the support purchased by your organization. These public terms do not add to or change a signed agreement. Trial or preview access does not itself include a paid support plan.
Submit a support request
Email [email protected] or use the Contact page to prepare an email draft. Include your organization, affected workspace or connection, a short description, when the issue began and the time zone, and who or what is affected.
Include the steps that reproduce the issue, what you expected, what occurred, any visible error or request identifier, and a workaround if available. Redact screenshots and logs. Do not send passwords, access tokens, private keys, or unrelated source code or personal information by email.
Security concerns and privacy requests use the same contact, with the relevant context. See security reporting and Privacy choices for those requests.
Issue priorities
Describe the business impact so we can assess the request. These categories guide triage; they are not response-time or resolution guarantees.
Critical — broad loss of access
A workspace or core service is unavailable to the organization and no practical workaround is available. Describe the affected users and the blocked work.
High — a core workflow is impaired
An important connection, collection, or reporting workflow fails or is seriously degraded for multiple users. Describe the scope and any workaround.
Normal — a limited product issue
A localized defect or an individual access issue affects part of the workflow. Include reproduction details and the relevant permissions or configuration.
Guidance — questions and requests
Help interpreting a feature, setup questions, documentation feedback, or a suggested enhancement.
Priority may change as the scope, impact, and available workaround become clearer.
Coverage and response commitments
Any support hours, eligible contacts, response targets, escalation process, or service credits must be established in your written customer agreement. This website does not offer a universal service-level agreement or 24/7 support.
An initial response is different from a fix. Investigation may require more information, a reproducible example, customer authorization, or action by a source-control or infrastructure provider.
If the impact changes or a request needs escalation, reply with the existing issue context and the updated impact so the conversation stays together.
Working through an issue
Keep an authorized contact available to clarify the issue and review suggested steps. Confirm permissions before sharing customer information or granting access. Agree on a secure way to provide any sensitive diagnostic material.
Reports depend on collection state, source coverage, and the selected window. Delayed or incomplete upstream data may require checking the connected provider, authorization, or collection status before treating the behavior as a defect.
Support boundaries
Support for Binomial does not make Binomial responsible for administering your third-party accounts, changing your source code, managing your network, or fixing another provider's service. Custom development, migration, training, and professional advice require a separately agreed engagement.
Feature requests inform product decisions; submitting one does not guarantee a feature or delivery date. Read Website terms for the scope of public product information.
Updates to these terms
The update date identifies this public version. Changes to a customer's purchased support or contractual commitments follow the applicable agreement.