Support Service Level Agreement (SLA)¶
2025.1
Guaranteed response times and proactive support for retainer and time block clients.
How to get support¶
Submit issues through these channels for SLA to apply. For urgent issues also call/SMS to avoid delays.
| Online | Phone | SMS | |
|---|---|---|---|
| https://nichestud.io/contact/ | niche@team.nichestud.io | +617 3123 0214 Major/Critical issues |
+61 407 483 631 Critical after-hours support |
Issue priority & response times¶
We triage requests by severity to fix the most urgent problems first.
| Priority | Response time |
|---|---|
| 💬 Enquiry – General questions, new features, or quotes. | Within 3 days |
| ⚠️ Minor – Small fixes, cosmetic/admin issues. | Within 2 days |
| 🚨 Major – Issues impacting revenue or key functionality. | Within 1 day |
| 🔥 Critical – Site down, purchases blocked, data loss. | Within 4 hours |
Response commitment¶
- Business hours – 9 AM – 5 PM AEST, Mon–Fri (excluding public holidays).
- Response = action – We acknowledge, assign resources, and start investigating.
- After-hours support – May be charged at double time or deferred to business hours.
- Guarantee – If we miss a response deadline, you get 2 free support hours.
Contact Information¶
Niche Studio
Address: 258 Tingal Rd, Wynnum, Qld, 4178, Australia
Phone: (07) 3123 0214
Email: niche@team.nichestud.io
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