Business Hours: Monday–Friday, 09:00–17:00 AEST/AEDT (excluding Victorian public holidays).
1. Support Channels
Email and in‑app support. Self‑help resources available online.
2. Priority Definitions & Targets
P1 (Critical): Service unavailable or critical function inoperable. Response: 1 business hour. Target restore/workaround: 4 hours.
P2 (High): Major degradation with significant business impact. Response: 2 business hours. Target restore: 1 business day.
P3 (Normal): Partial loss or standard defect. Response: 1 business day. Target restore: next maintenance release.
P4 (Low): Questions and minor issues. Response: 2 business days.
3. Availability
Monthly Uptime Target: 99.9% (excluding Scheduled Maintenance and force majeure). Scheduled Maintenance will be notified at least 48 hours in advance where feasible and performed outside Business Hours where practical.