How we respond, resolve, and escalate.

And how new requests move through monthly sprint planning instead.

This agreement governs support for your active HubSpot portal. New work, new builds, and new capabilities follow a separate path through monthly sprint planning with your Customer Success specialist.

01What’s Covered

What’s covered by this SLA.

On the line between support and sprint.

This agreement applies to support for your active HubSpot portal. Support encompasses issues where functionality has degraded or questions regarding existing configurations.

New requests follow a separate path through monthly sprint planning with your Customer Success specialist. New requests introduce additional capabilities, such as workflows, properties, reports, connectors, layouts, or process modifications. There is no quota on what you can submit; what gets built each month is scoped during your sprint planning session.

Problems with previously functioning features qualify as support. Items requiring new development belong in sprint planning.

02Examples

Support, or new request?

Support (SLA applies)	New Request (monthly sprint)
Workflow stopped enrolling contacts	New workflow for different process
Integration sync failure	Expanding integration to new object
User login/access issues	Building new off-boarding process
Incorrect report data	New report or dashboard
Configuration questions	New properties, pipelines, or lifecycle stages
Template formatting errors	New templates, snippets, or sequences
Minor tweaks under 15 minutes	Structural or layout changes

A note on scope.

Bugs from recent sprint deliverables receive support treatment, regardless of recency.

03Response & Resolution

How quickly we respond and resolve.

Response Times

Critical Issues: 1 to 2 hours

Major Issues: 4 hours

Minor Queries: 24 hours

Resolution Times

Critical Issues: Target 24 hours

Major Issues: Target 3 working days

Minor Queries: Target 5 working days

Resolution timing depends on issue complexity.

04Support Channels

How and when to reach us.

Methods: Email, Phone, Live Chat
Hours: 9am to 5pm AEST, Monday to Friday
After-Hours: Available upon request with additional terms

05Escalation

If we don’t hit the target, how it escalates.

Initial support team diagnoses issues.
Specialist escalation if unresolved within initial timeframe.
Senior management involvement for unresolved critical cases.

06Performance Metrics

How we measure whether this is working.

Issue resolution rate against SLA targets.
Customer satisfaction feedback post-resolution.
Monthly response time reporting.

Support for what’s broken. Sprint planning for what’s next.

The Kongo support model

07New Requests

How new requests work.

Submit anytime through support channels for sprint backlog routing.
Monthly planning with Customer Success specialist to prioritise and scope.
Sprint delivery of agreed work.
Sprint cadence: build volume each month is scoped to sprint capacity.

If something is on fire.

Genuinely urgent requests can be escalated directly to your Customer Success specialist for alternative solutions.

08Definitions

Issue classification definitions.

Critical: Halts CRM usage, causes significant disruptions, or poses a serious risk to business operations.
Major: Impairs functionality without stopping operations; creates considerable inconvenience.
Minor: Small, non-urgent problems or general inquiries with minimal performance impact.

09SLA Reviews

When this gets revisited.

On keeping this current.

Reviews occur every 6 months. Either party may request earlier review due to significant service requirement or capacity changes.