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Home  ›  Support SLA
Document typeService level agreement
Applies toLive HubSpot portals
Hours9am to 5pm AEST
Last updated11 July 2026

Support SLA for live HubSpot portals.

Support covers anything that has stopped working, and questions about what is already set up. New builds run through your monthly sprint. This page sets out the split, the response and resolution times, the escalation path and the hours we operate.

01Scope

Log it as support if it was working and now is not.

The line between support and new build.

This SLA covers support for your live HubSpot portal. Support is anything that has stopped working as expected, or any question about how to use what is already set up.

New requests are handled through your monthly sprint with your Customer Success specialist. A new request is anything that adds capability to your portal: new workflows, properties, reports, configured connectors, layouts or process changes.

Bugs in recently shipped sprint work are always treated as support, no matter how new the build is.

Area Support, covered by this SLA New request, monthly sprint
Workflows A workflow has stopped enrolling contacts A new workflow for a new process
Integrations An integration sync is failing Extending an integration to a new object
Access You cannot log in or open a record A new onboarding or offboarding process
Reporting A report is showing incorrect data A new report or dashboard
Questions "How do I run this list?" New properties, pipelines or lifecycle stages
Templates An email template has broken formatting New templates, snippets or sequences
Small changes A tweak under 15 minutes, such as a rename or a typo Process, layout or pipeline changes
02Severity

Classify each issue as critical, major or minor.

Set at logging, confirmed in the first response.

We assign a severity when the issue is logged, and we confirm the classification in our first response.

Severity What it means How we treat it
Critical Halts your CRM or poses a serious risk to your business operations. Our top priority.
Major Affects CRM functionality without stopping your operations. Causes real inconvenience and needs swift resolution.
Minor Smaller problems or general questions that do not affect overall performance. Scheduled into the support queue.
03Response times

Expect a first response inside these times.

Severity First response Target resolution
Critical 1 to 2 hours 24 hours
Major 4 hours 3 working days
Minor 24 hours 5 working days
What a target means.

All times apply within our operational hours. Resolution targets are aims rather than guarantees. Complex issues can take longer, and we keep you informed of progress throughout.

04Channels

Reach us by email, phone or your client portal.

Hours, and what happens outside them.
Email Phone Client portal

Operational hours are 9am to 5pm AEST, Monday to Friday. Issues logged outside these hours are treated as received at the start of the next business day.

A critical issue logged on Friday evening receives its first response on Monday morning, unless after hours support has been arranged.

After hours support is available on request and subject to additional terms. If your operations depend on coverage outside business hours, talk to your Customer Success specialist about setting it up.

05Escalation

Escalate as soon as a target slips.

Three levels, on fixed triggers.

Escalation runs on elapsed time against the target, not on judgement calls.

Level 1
First response team
Your first point of contact, and where most issues are diagnosed and resolved.
At logging
Level 2
Specialist escalation
A specialist picks up the issue and works it with the first response team.
Critical after 4 hours, major after 1 working day
Level 3
Senior management
Kongo senior management takes ownership of the resolution path and the communication with you.
Critical unresolved within its 24 hour target
06New requests

Bring new builds to sprint planning.

One sprint week per month. See How We Work for the wider programme.

Log new requests through your usual support channel. Your Customer Success specialist routes them into your sprint backlog.

You meet each month to prioritise that backlog and agree what is in scope for the next sprint. We build what was agreed within your sprint window of one week per month.

  • Submit new requests at any time, through the same channels as support
  • Prioritise the backlog together at monthly sprint planning
  • No change requests and no hour tracking
  • Unlimited builds, with the sprint window as the only constraint

If a new request is genuinely urgent and cannot wait for the next sprint, raise it with your Customer Success specialist and we work out the best path forward together.

07Reporting

Review the numbers monthly, the SLA every six months.

Measurement and change.

We report monthly on resolution rate, average response time and customer satisfaction.

We review this SLA with you every 6 months. Either of us can request an earlier review if service requirements change significantly.

1300 566 462
Email, phone and your client portal, 9am to 5pm AEST, Monday to Friday.
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