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Premium Support Service Level Agreement (SLA)

For organizations where billing continuity is mission-critical, Cloud Depot offers a Premium Support SLA. This tier provides direct access to our senior engineering team, guaranteed response times, and dedicated communication channels.

1. Dedicated Support Channels

As a Premium SLA customer, you move to the front of the queue. You are granted access to exclusive support channels not available to standard users:

  • Dedicated Support Phone Line: A direct priority number for immediate assistance during business hours.

  • Video Call Support: Ability to schedule screen-share sessions (Zoom/Teams) for complex troubleshooting or configuration reviews.

  • Priority Email Routing: Your tickets are automatically tagged for senior engineer review.

2. Support Hours & Response Guarantees

We operate on Sydney, Australia Time (AEST/AEDT). Our coverage ensures you have support coverage before, during, and after the standard trading day.

Guaranteed Response Time

We guarantee a response time of 4 hours or less for all support requests submitted during our Core Business Hours.

Support Type Operating Hours (Sydney Time) Channel Availability
Core Business Hours 9:00 AM – 5:00 PM Phone, Video, Email
Extended Support 7:00 AM – 9:00 AM Email Only
After Hours 8:00 PM – 7:00 AM Phone Support Available on Request*

* After-hours phone support is available for critical issues by prior arrangement. Please contact your account manager to schedule specific after-hours coverage windows if required for maintenance or migrations.

4. Limitations & Exclusions

To ensure we can maintain high standards for all Premium customers, the following are excluded from this SLA:

  • Third-Party Vendor Outages: Performance issues caused by downtime or API limits imposed directly by Autotask (Datto) or Xero.

  • User Data Entry: Troubleshooting issues caused by incorrect data entry within the source platforms (e.g., incorrect tax codes or user permissions in Autotask).

  • Public Holidays: Support hours may be reduced or unavailable on New South Wales public holidays.

5. Pricing & Upgrade

The Premium SLA is available for $499 USD / month (3 month minimum commitment) 

To upgrade your account, please contact your account manager or submit a request via the support portal. Service becomes active immediately upon subscription.

Note: For customers billed in Australian Dollars (AUD), this price will be converted to AUD based on the prevailing exchange rate.

To upgrade your account, please contact your account manager or submit a request via the support portal. Service becomes active immediately upon subscription.

6. Service Guarantee & Remedies

We stand firmly behind our support team.

If we fail to meet our 4-hour response time guarantee during Core Business Hours for any support request, you are eligible for a 100% refund of the SLA fee ($499) for that specific month.

  • How to Claim: Simply reply to the ticket in question or email your account manager within 30 days of the incident.

  • Resolution: The refund will be applied as a credit to your next invoice.