Fast and secure file transfer & sync directly across your devices

Service Level Agreement (SLA)

This Agreement defines terms and conditions for providing the Pvtbox users with technical support, and feedback on the questions not related to Pvtbox.net and Pvtbox operation. This Agreement may change from time to time depending on various circumstances.

  • Support Service

    Users can contact our support service for assistance by using feedback form available on the Support page (pvtbox.net/support) or by sending us an email to support@pvtbox.net

  • Pvtbox Operating Hours

    Pvtbox operates 24/7 for more than 99.9% of its time. Support service works Mon-Fri, 9:00AM-5:00PM CET on weekdays only.

  • Response Time

    The support service checks incoming messages several times a day on workdays. We try to check and respond to user requests as quickly as possible. However, due to various reasons, response time can reach up to 3 working days.

    The support service reserves the right to ignore the messages not related directly to the Pvtbox operability and availability. The support service bears no responsibility for technical failures of e-mail services and the software.

  • Recommendations

    - To receive a better service, we recommend you to go through the FAQ section of our website before applying for support. Your case could have been already described therein.
    - When contacting the support service repeatedly, please quote full texts of your previous requests related to this issue.
    - Clear and detailed statement of the problem or request, accompanied by links, screenshots and other useful additional information will help you get the most qualified and the quickest possible answer.