Support Policy
Last Updated: April 20, 2026
SingleStack (“SingleStack,” “we,” “us,” or “our”) is committed to providing reliable support for all customers using our AI-powered business operating system. This Support Policy outlines how to reach us, what to expect, and how we handle support requests.
1. Support Channels
- Email (Primary): support@singlestackops.com
- In-App: Help widget within the SingleStack dashboard
- Knowledge Base: Available at singlestackops.com/help (coming soon)
2. Support Hours
- Email support: Monday–Friday, 9:00 AM – 6:00 PM EST
- AI employees: Operate 24/7 — support for AI employee issues is prioritized during business hours
- Emergency/critical issues (account access, billing, data): Responded to within 4 hours during business hours
3. Response Times
We categorize support requests by severity and respond accordingly:
| Priority | Examples | Target Response |
|---|---|---|
| Critical | Account locked, billing error, data loss | 4 business hours |
| High | Employee malfunction, integration failure | 1 business day |
| Normal | Feature questions, configuration help | 2 business days |
| Low | Feature requests, general feedback | 5 business days |
4. What's Covered
Our support team can assist you with:
- Account setup and configuration
- AI employee configuration and troubleshooting
- Billing and subscription management
- Integration support (social media connections, API setup)
- MCP plugin configuration (CoWork, ChatGPT, Gems)
- Data import/export assistance
5. What's Not Covered
The following fall outside the scope of SingleStack support:
- Custom development or code modifications
- Third-party platform issues (Instagram outages, LinkedIn API changes)
- Training on general business operations not related to SingleStack
- Issues caused by unauthorized modifications to account settings
6. Escalation Process
If your issue requires additional expertise, we follow a structured escalation path:
- Level 1 — Support Team: Initial response, troubleshooting, and common issue resolution
- Level 2 — Technical Team: Complex configuration issues, integration debugging, and advanced troubleshooting
- Level 3 — Engineering Team: Platform bugs, infrastructure issues, and feature-level fixes
All escalations are tracked internally and communicated to you with status updates until resolution.
7. Service Level Agreement (SLA)
- Uptime Target: 99.9% uptime for the SingleStack platform
- Scheduled Maintenance: Maintenance windows communicated at least 48 hours in advance
- Status Page: Available at status.singlestackops.com (coming soon)
8. Contact
SingleStackOps LLC
Support: support@singlestackops.com
Privacy Requests: privacy@singlestackops.com
Legal / Policy: policy@singlestackops.com
See also our Privacy Policy and Terms of Service.
SingleStack is a product of SingleStackOps LLC.
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