Support Policy & SLA
Last updated - July 2026
AppHub support helps customers keep their AppHub access, platform workflows, and hosted application surfaces operating reliably.
For support, email support@apphub.au or use Contact Us.
Support scope
Support covers AppHub account access, platform availability, application launch issues, hosted application defects, security or privacy enquiries, and operational questions about AppHub-managed workflows.
Customer-specific configuration, custom application changes, data repair, training, and project work may be handled through a separate statement of work or enterprise agreement.
Severity tiers and targets
Response targets are best-effort and non-binding unless a signed enterprise agreement says otherwise. They describe the initial human response target, not final resolution time.
| Tier | Severity | Description | Target response |
|---|---|---|---|
| P1 | Critical | Production service unavailable, confirmed data exposure, or a security event requiring immediate action. | 1 business hour |
| P2 | High | Major workflow degraded for multiple users with no practical workaround. | 4 business hours |
| P3 | Normal | Feature defect, access issue, or workflow problem with a workaround. | 2 business days |
| P4 | Low | General question, cosmetic defect, documentation request, or planned change. | 5 business days |
Binding service levels, credits, escalation duties, and availability commitments exist only where they are expressly included in a signed enterprise agreement.
Support hours and coverage
Standard support operates during Sydney business hours, Monday to Friday, excluding New South Wales public holidays. We may monitor and respond to critical platform events outside those hours at our discretion.
Cloud hosting, edge delivery, authentication, database hosting, and bot protection depend on third-party infrastructure providers. Provider incidents may affect investigation or resolution timing.
Escalation
If a request needs escalation, include the affected organisation, users, application name, impact, relevant timestamps, screenshots or logs, and whether the issue blocks a production workflow.
Security and privacy concerns should be marked clearly in the subject line. We may request additional verification before discussing account, organisation, or personal information.
Planned maintenance
We aim to schedule planned maintenance to minimise disruption and provide reasonable notice for changes expected to affect customer access or important workflows.
Emergency maintenance may be performed without advance notice when needed to protect security, privacy, platform stability, or data integrity.
Customer responsibilities
- Keep authorised user lists current and remove access that is no longer required.
- Protect account credentials and report suspected compromise promptly.
- Provide accurate issue details, reproduction steps, and business impact when requesting support.
- Maintain customer-side devices, browsers, networks, and identity policies needed to access AppHub.
Exclusions
Support does not cover customer network outages, unsupported browsers, customer-managed integrations outside AppHub, unauthorised modifications, third-party services not supplied through AppHub, or issues caused by misuse or breach of the Terms of Use.