Service Level Agreement (SLA) for CRM Implementation Support.
How we respond, resolve, and escalate. And how new requests move through monthly sprint planning instead.
What's Covered by This SLA.
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. Submissions are unlimited, with scope determined during monthly planning sessions.
Key distinction: Problems with previously functioning features qualify as support. Items requiring new development belong in sprint planning.
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 |
Bugs from recent sprint deliverables receive support treatment, regardless of recency.
How quickly we respond and resolve.
1. Response Times
Critical Issues: 1 to 2 hours
Major Issues: 4 hours
Minor Queries: 24 hours
2. 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.
Support Channels.
- Methods: Email, Phone, Live Chat
- Hours: 9am to 5pm AEST, Monday to Friday
- After-Hours: Available upon request with additional terms
Escalation Procedures.
- Initial support team diagnoses issues.
- Specialist escalation if unresolved within initial timeframe.
- Senior management involvement for unresolved critical cases.
Performance Metrics.
- Issue resolution rate against SLA targets.
- Customer satisfaction feedback post-resolution.
- Monthly response time reporting.
Regular SLA Reviews.
Reviews occur every 6 months. Either party may request earlier review due to significant service requirement or capacity changes.
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.
- Unlimited builds with single constraint: sprint capacity.
Genuinely urgent requests can be escalated directly to your Customer Success specialist for alternative solutions.
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.