Support SLA

1. Purpose

This Support SLA defines the response and resolution commitments CWR makes to its enterprise customers. It forms part of the Master Services Agreement (“MSA”) between CWR and the Customer.

2. Support Hours

Standard support is available Monday to Friday, 9:00 AM – 5:00 PM AEST, excluding public holidays. Out-of-hours support for critical (P1) issues is available via the emergency contact channel specified in the Customer’s onboarding documentation.

3. Support Channels

4. Severity Levels & Response Targets

All support requests are assigned a severity level at the time of triage.

P1: Critical – Platform down or data loss affecting all users.
First response: 1 hour during business hours. Outside business hours, best-effort with internal alerting for critical issues.
Resolution target: 4 hours
Updates: Every hour

P2: High – Major feature unavailable or significant user impact.
First response: 4 hours during business hours. Outside business hours, best-effort by start of next business day.
Resolution target: 1 business day
Updates: Every 4 hours

P3: Medium – Partial degradation or workaround available.
First response: 1 business day
Resolution target: 3 business days
Updates: Every 2 days

P4: Low – General questions, feature requests, guidance.
First response: 1 business day
Resolution target: Best effort
Updates: As needed

First Response is defined as an acknowledgement from a CWR support agent. Resolution Target is a target, not a guarantee, and may vary based on issue complexity and third-party dependencies.

5. Customer Responsibilities

To enable CWR to meet the above targets, the Customer agrees to:

  • Provide a designated support contact and escalation contact
  • Submit requests with sufficient detail (steps to reproduce, screenshots, error messages)
  • Respond to CWR queries within 1 business day, or the ticket may be downgraded in priority
  • Not abuse P1 designation — P1 is reserved for genuine platform-wide outages

6. Escalation

If the Customer believes a ticket is not receiving appropriate attention, they may escalate by:

7. Out of Scope

The following are not covered under this Support SLA:

  • Custom development or professional services work
  • Third-party tools or integrations not built by CWR
  • Issues arising from Customer misuse or unsupported configurations
  • Training requests (covered separately under the Customer’s onboarding plan)

8. Review

This SLA will be reviewed annually or upon significant changes to CWR’s support model. CWR will provide at least 30 days’ notice of any material changes.

Version 1.0 | June, 2026