Service Level Agreement

We are committed to providing timely and effective support to all of our customers. Our standard Service Level Agreement (SLA) is as follows:

Support Hours

Monday–Friday, 9:00 AM to 5:00 PM (local time, excluding public holidays).

Initial Response Time

We will respond to all support requests within one (1) business day of receipt.

Issue Resolution

Our team will make commercially reasonable efforts to resolve issues as quickly as possible based on their severity and complexity. Critical issues impacting system availability or data integrity will be prioritized.

Support Channels

Please submit support requests via customerService@churrieworks.com or through our customer portal.

Exclusions

This SLA does not cover feature requests, custom development, third-party integrations, or issues arising from unsupported configurations.

Continuous Improvement

We strive to continuously improve our support process and welcome feedback from our customers at any time.

Urgent Matters

For urgent or escalated matters, please contact us directly at customerService@churrieworks.com.