Resync Labs · Support
Support & SLA
How support works for Resync’s Atlassian Marketplace apps and consulting work — hours, response times, and who to contact.
Support hours
Standard support runs Monday to Friday, 8:00am–5:00pm NZT, excluding New Zealand public holidays.
Critical issues are covered outside these hours too — see the emergency contact below.
Support channels
Email: resynclabs@resync.co.nz — this is the one channel we monitor first and the fastest way to reach us.
Existing clients can also raise issues directly with their Resync consultant or account lead.
Response times by severity
Response time is how fast we get back to you — not how fast the issue is fixed. Resolution time depends on the specific problem.
| Severity | What it means | First response |
|---|---|---|
| Critical | Production down, data integrity at risk, or an active security incident | Within 4 hours, 24/7 |
| High | A major function is broken and there’s no workaround | Within 1 business day |
| Standard | Minor issue with a workaround available, or a general question | Within 2 business days |
24/7 emergency contact — critical issues only
For Critical issues only — a production outage, data integrity problem, or active security incident — email resynclabs@resync.co.nz with URGENT in the subject line. This inbox is monitored around the clock for exactly these situations.
This contact is reserved for genuine emergencies. Standard questions and requests go through the channels above.
What this covers
This SLA applies to Resync’s Atlassian Marketplace apps and to consulting support delivered under a Resync agreement.
It doesn’t cover the Atlassian platform itself, third-party integrations, or anything outside Resync’s control.