Support
InnerWorks provides support for organizations and their administrators through email.
Contact
Email: info@gigabox.ai
This is the primary support channel for all InnerWorks inquiries — technical issues, account management, deployment questions, and general feedback.
Response times
| Priority | Description | Target response |
|---|---|---|
| Critical | Platform unavailable, data loss | Within 4 hours |
| High | Feature not working, user access issues | Within 1 business day |
| Normal | Questions, configuration requests | Within 1 business day |
| Low | Feature requests, general feedback | Within 2 business days |
Business hours are Monday through Friday, UTC+8 (Philippine Standard Time).
What to include
When contacting support, include the following to help us resolve your issue faster:
- Organization name and tenant URL (e.g.,
yourorg.innerworks.gigabox.ai) - Description of the issue or question
- Steps to reproduce (for technical issues)
- Screenshots if applicable
- Affected users — how many people are impacted
Escalation
If your issue is not resolved within the target response time, reply to the support email with “ESCALATION” in the subject line. This routes your request to the platform engineering team.
Platform status
InnerWorks uptime is monitored continuously. The platform health endpoint is checked every minute, with alerts triggered on consecutive failures.
If you suspect a platform-wide issue, check with your administrator first — tenant-specific issues are more common than platform outages.
Self-service resources
Before contacting support, you may find answers in this documentation:
- Admin Guide — Dashboard, invitations, announcements
- User Guide — Onboarding, daily practice, FAQ
- Privacy & Data — Data handling questions