1. Coverage & Channels
Standard support is available Monday–Friday, 9:00–18:00 AWST via email at himakargd123@gmail.com. Growth plan customers receive priority handling plus optional live onboarding calls scheduled within 2 business days.
2. Response Targets
- Critical outage: initial response within 2 business hours.
- High (workflow blocked): response within 6 business hours.
- Normal: response within 1 business day.
- Feature requests: acknowledgement within 3 business days.
3. Exclusions
SLA timers pause for missing information, third-party outages, scheduled maintenance, or requests outside the supported stack (custom hardware, non-supported browsers, etc.). Premium dedicated SLAs may be negotiated for enterprise customers via separate order.
4. Credits
If we miss a Critical or High priority response target, Growth customers may request a service credit equal to 10% of the monthly fee (capped at one credit per month). Credits are applied to the next invoice and are the exclusive remedy for SLA breaches.