Support Service Level Agreement (SLA)¶
2026.1
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.
Critical security updates¶
The priority table above applies to support requests reported by the client. Critical security updates are handled proactively — Niche Studio monitors vendor and security channels and applies fixes on managed sites without waiting for a support ticket.
| Layer | Applies to | Target |
|---|---|---|
| Server / OS | All Niche Studio managed hosting | Critical updates applied automatically, typically within hours of release |
| WordPress | Managed hosting + L2 or L3 maintenance | Apply or mitigate within 1 business day of confirming a vendor fix is available and applies to the site |
- Notification (preventive) — The client is notified after a critical security update has been applied or mitigated.
- Notification (incidents) — If unauthorised access to or disclosure of personal information is confirmed, the client is notified as data processor within 24 hours, in support of obligations under the Australian Notifiable Data Breaches scheme.
Contact Information¶
Niche Studio
Address: 258 Tingal Rd, Wynnum, Qld, 4178, Australia
Phone: (07) 3123 0214
Email: niche@team.nichestud.io
For more information about our security practices, please visit our Security Policy.