SLAs

We are committed to providing timely and efficient support to ensure seamless operations. Refer to the response time SLAs below based on issue severity levels:

Support Availability

Our support team is available during the following hours:
  • Standard Support: Monday to Friday, 8:00 AM – 5:00 PM (AEST)
  • Emergency Support: 24/7 for critical issues impacting system availability


Response Time Commitments

We categorize support requests based on severity and commit to the following initial response times.
Priority Level
Description
Initial Response Time
Priority 1 (Urgent)
A critical system-wide issue affecting 80%+ of store owners globally, with no workaround.
30 minutes (24/7)
Priority 2 (High)
A system-wide issue affecting 40%+ of store owners globally, with no workaround, OR affecting 80%+ with a workaround available.
2 business hours
Priority 3 (Medium)
A system-wide issue affecting 10%+ of store owners globally, with no workaround, OR affecting 40%+ with a workaround available.
4 business hours
Priority 4 (Low)
An entire store is down with no system-wide issue
Same day / start of next day  Refer to contact hours⁠ 
Priority 5 (Enquiry)
Non-critical issues, including minor bugs, feature requests, and general enquiries
1 business day