---
title: Premium Support Service Level Agreement (SLA)
description: Support SLA (Optional)
---

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# Premium Support Service Level Agreement (SLA)

## 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/Meet) 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 Support Hours.

#### Regional support hour coverage examples in the table below

| **Support hours  Sydney, Australia** |  |  |
| --- | --- | --- |
| **Support Type** | **Support Hours** | **Channel Availability** |
| Core Support Hours (SLA) | 9 AM - 5 PM (Mon to Friday) | Phone, Video, Email |
| Extended Support | 7 AM - 8:30 PM (Mon to Friday) | Email Only |
| Scheduled in advance | 6 PM - 11 PM | Phone, Video Support Available on Request\*\* |
| Weekend / Holiday Support | 9 AM - 5PM | Email Only |

| **Support hours  London, England** |  |  |
| --- | --- | --- |
| **Support Type** | **Support Hours** | **Channel Availability** |
| Core Support Hours (SLA) | 12 AM - 8 AM (Mon to Friday) | Phone, Video, Email |
| Extended Support | 10 PM - 11:30 AM | Email Only |
| Scheduled in advance | 9 AM - 2 PM | Phone, Video Support Available on Request\*\* |
| Weekend / Holiday Support | 12 AM - 8 AM | Email Only |

| **Support hours  Los Angeles, USA** |  |  |
| --- | --- | --- |
| **Support Type** | **Support Hours** | **Channel Availability** |
| Core Support Hours (SLA) | 4 PM - 12 AM (Mon to Friday) | Phone, Video, Email |
| Extended Support | 2 PM - 3:30AM (Mon to Friday) | Email Only |
| Scheduled in advance | 1 AM - 6 AM | Phone, Video Support Available on Request\*\* |
| Weekend / Holiday Support | 4PM - 12 AM | Email Only |

#### *\*\* 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.

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