SERVICE LEVEL AGREEMENT

Within the maintenance period or a Subscription, Customer is entitled to download and apply the latest versions and patches of the Software.

Within the maintenance period or a Subscription, Customer is entitled to get support from our support hotline. Support service is available within business hours. Services include telephone support, email support, and remote support.

Coworkshop guaranteed responses within 4 business hours.

Urgent issues (business critical) will be responded to within an hour and hopefully resolved the same day depending on the complexity of the issue. If the problem is due to a malfunctioning product and requires a resolution from Development team the time to fix may increase, – that said the majority of issues logged with us can be resolved by support team and development team only need to get involved if a patch is required.

Non Urgent issues such as configuration or product upgrade questions will have a 2 day SLA – the case can be logged immediately and will be responded to within 2 days. We will answer your question as thoroughly as possible and can provide assistance remotely.

Remarks:

Business Hours: 9:30am to 6:00pm (GMT +8) Monday – Friday (excludes Public Holidays, Typhoon #8 or higher, and Black Rain Signal)
On-site support is only available in Hong Kong