Support

Support & SLA

Choose the support level that matches your operational needs. Every tier includes access to the knowledge base, platform updates, and issue resolution.

Support Tiers

Select the level of support that fits your business.

Basic Support

Included with all subscriptions. Suitable for businesses with standard operational needs and internal capability to handle day-to-day questions.

Email-based support during business hours
Knowledge base and documentation access
Platform updates and maintenance notifications
Standard issue resolution
Community access for peer guidance

SLA

Response within 24 business hours. Resolution based on severity.

Priority Support

For businesses that need faster response times and more hands-on guidance. Recommended for active, growing operations with multiple users.

Email and chat-based support with extended hours
Priority queue — your issues are addressed before standard tickets
Faster response times for critical issues
Quarterly review calls to discuss platform usage and optimisation
Guided assistance for configuration changes
Onboarding support for new team members

SLA

Response within 4 business hours for critical issues. 12 business hours for standard issues.

Managed Support

For businesses that want a dedicated support relationship. Best suited for multi-branch operations or businesses going through rapid growth.

Dedicated support contact who understands your business setup
Phone, email, and chat support with extended availability
Proactive monitoring and issue prevention
Monthly review calls with usage analytics and recommendations
Configuration management — changes handled on your behalf
Priority access to preview releases and controlled rollout enhancements
Assisted onboarding for new branches or departments
Annual operational review and optimisation recommendations

SLA

Response within 1 business hour for critical issues. 4 business hours for standard issues.

SLA Summary by Severity

Response and resolution targets vary by issue severity. These apply to Priority and Managed tiers.

Critical

Platform unavailable or a core business function is completely blocked. No workaround exists.

Immediate acknowledgement. Resolution or workaround within 4 hours.

High

A significant feature is impaired but a workaround exists. Business operations are affected but not stopped.

Acknowledgement within 2 hours. Resolution within 1 business day.

Medium

A feature is not working as expected but the impact on operations is limited. Business can continue normally.

Acknowledgement within 4 hours. Resolution within 3 business days.

Low

A minor issue, cosmetic problem, or enhancement request. No operational impact.

Acknowledgement within 1 business day. Addressed in regular update cycle.

Escalation Process

If your issue is not being resolved satisfactorily, a clear escalation path is available.

Level 1: Support Team

First point of contact. Handles common issues, configuration questions, and standard troubleshooting. Most issues are resolved at this level.

Level 2: Senior Support

Complex issues requiring deeper investigation, data analysis, or platform-level troubleshooting. Engaged when Level 1 cannot resolve within SLA.

Level 3: Engineering

Platform defects, performance issues, or problems requiring code-level investigation. Engaged for issues that cannot be resolved through support channels alone.

Level 4: Management

Systemic issues, SLA disputes, or situations requiring executive attention. Available as a final escalation path for unresolved concerns.

Questions about support?

Talk to our team about the right support tier for your business.