Support & SLA Policy
Support hours, response targets and what FixxWorx support includes.
Important: This document is provided for general business use and should not be treated as legal advice. FixxWorx may update this document as the services grow or legal requirements change.
FixxWorx Support and Service Level Policy
Last updated: 19 June 2026
This policy explains how FixxWorx provides support for Artisan Plus and SkoonSys.
1. Support channels
Support is available by email at info@fixxworx.co.za. Additional support channels may be added later.
2. Support hours
Standard support hours are Monday to Friday, 08:00 to 17:00 South African time. Support is not guaranteed on weekends or public holidays unless separately agreed.
3. Response targets
- Critical issue: 1 business day
- General support: 1 to 2 business days
- Feature requests: best effort
4. Critical issues
- System unavailable
- Login failure affecting all users
- Major data access issue
- Serious security concern
5. Non-critical issues
- How-to questions
- Minor display issues
- Feature requests
- Training questions
- Minor report changes
6. Maintenance
FixxWorx may perform maintenance, updates, backups or security changes. Where practical, maintenance will be done to reduce customer disruption.
7. Customer responsibilities
- Product name
- Business name
- User affected
- Screenshot if possible
- Clear description of the issue
- Steps taken before the issue occurred
8. Exclusions
- Customer internet problems
- Customer device problems
- Third-party software failures
- Custom development unless agreed
- Data correction caused by incorrect customer entry
9. No guaranteed uptime
FixxWorx aims to provide reliable access but does not guarantee uninterrupted service.
10. Contact
FixxWorx Software, info@fixxworx.co.za, https://fixxworx.co.za