Opsaro Support

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At-a-glance

  • Business hours: Mon–Fri, 9:00–17:00 (AEST/QLD time) and Mon–Fri, 9:00–17:00 (UK local time, GMT/BST), excluding public holidays.
  • Channels: Support portal, email, and scheduled calls (Teams/Zoom). Emergency line by prior arrangement.
  • We target fast responses (see SLA table below). Response targets are measured in business hours.
  • Fair-use applies. Higher-than-normal usage may require a plan change or mini-SOW.

What’s included

  • Break/fix support for configuration delivered by Opsaro during your project.
  • How-to guidance and light enablement for administrators and team leads.
  • Minor configuration tweaks (e.g., small workflow/rule changes, labels, views), within your support plan allowance.
  • Vendor coordination (best-effort) for supported platforms where we are an approved partner or have administrator access.
  • Environment hygiene (e.g., clearing stale automations, updating SLA goals) where this was part of your agreed operating model.

What’s not included

These items are considered project or advisory work and are delivered via a separate mini-SOW or change order:

  • New modules, major workflows, complex automations, integrations, or data migrations.
  • Custom development, scripts, or marketplace app build/maintenance.
  • Large-scale configuration refactors or multi-team rollouts.
  • Security audits, penetration testing, or regulatory compliance attestations.
  • Platform issues outside your tenancy (e.g., vendor cloud outages) and general network/endpoint troubleshooting.

Hours of operation & channels

  • Business hours (AUS): Mon–Fri, 9:00–17:00 AEST (Queensland), excluding AU public holidays.
  • Business hours (UK): Mon–Fri, 9:00–17:00 local time (GMT/BST), excluding UK public holidays.
  • Support portal: Preferred channel for logging and tracking requests. 
  • Calls: Book via the portal or shared calendar link for working sessions.

Priorities & response targets

We triage each ticket to set an appropriate priority. Response targets are time to first human response/acknowledgement and are measured in business hours. Resolution times depend on complexity, vendor dependencies, and customer responsiveness.

Priority Definition Target first response Engagement
P1 – Critical Production outage or severe impact with no workaround (e.g., users cannot log tickets). 1 business hour (after-hours if on retainer/uplift) Continuous effort until service restored or viable workaround applied.
P2 – High Major degradation or function blocked for a team; workaround exists but is painful. 4 business hours Work during business hours with expedited scheduling.
P3 – Standard Normal issues, small fixes, minor tweaks, how-to assistance. 1 business day Planned during business hours.
P4 – Low Cosmetic requests, non-urgent advice, requests for information. 2 business days Scheduled as capacity allows.

Notes: Targets are service goals, not guarantees, and assume timely access, approvals, and responses from your team. Where a third-party vendor is required, we’ll coordinate on a best-effort basis.

Fair-use policy & overuse

Our goal is to give responsive, high-quality support to every customer. To keep things fair, we may flag unusually high usage for a plan review.

  • Overuse examples: high ticket volumes from large rollouts, repeated scope-change requests, or work resembling a new project.
  • What happens: we’ll discuss patterns, propose right-sizing (e.g., a higher plan or mini-SOW), and agree next steps together.

Proper use of support

  • Log one request per ticket with clear steps to reproduce and expected outcome.
  • Nominate authorised contacts for approvals and admin-level changes.
  • Do not share passwords or sensitive credentials in tickets or email. Use secure secrets transfer (we can provide a link).
  • Be respectful to our team; abusive or discriminatory behaviour may lead to ticket closure or service suspension.

Customer responsibilities

  • Provide timely access, test data, and approvals.
  • Maintain platform/vendor subscriptions and required licenses.
  • Keep non-production environments available for safe testing where appropriate.
  • Back up any customer-owned data and configurations per your internal policy.

Security & privacy

We follow a least-privilege approach and align our practices with applicable privacy laws (e.g., UK GDPR / UK DPA 2018, AU Privacy Act). We may request temporary elevated access to diagnose or apply fixes, which should be removed once work is complete.

Changes, billing & suspensions

  • Billing: Support is billed per your plan, retainer, or credit pack. Time may be tracked in 15-minute increments.
  • Non-payment: We may pause work or suspend support until accounts are brought up to date.
  • Policy updates: We may update these guidelines; material changes will be notified with at least 30 days’ notice.

Definitions

  • Incident: Unplanned interruption or reduction in service quality.
  • Service Request: A standard request (e.g., access, information, minor change).
  • Change: An addition, modification, or removal of anything that could affect services.