Software Support · Service Level Agreements

Your software keeps the business running. We keep your software running.

If your business can't afford downtime, you need a support team at your fingertips before something goes wrong. Our Service Level Agreements give you rapid support, preventative maintenance and security analysis from the Adelaide team that knows your system best.

Talk about an SLA Download the SLA overview

Already on an SLA? Log in to the support console or email support@codium.com.au.

  • Targets in writingUrgent requests target an 8 business-hour turnaround. Standard requests, 5 days.
  • The team that built itSupport is handled in-house in Adelaide by developers who know your system. Nothing offshored.
  • Monitored around the clockAutomated monitoring alerts our team to application, server and security changes in real time.
  • ISO 9001 certifiedIndependently audited quality processes behind every request.
Why an SLA?

Software doesn't stand still after launch. Neither should the people behind it.

Browsers update, plugins change, integrations move and attackers keep trying. A Service Level Agreement means a dedicated team is already resourced to keep your system running, with the response you'll get agreed up front, in writing.

When something breaks…

  • ×Nobody's sure who to call, or whether they'll have time for you

  • ×Updates are put off until something finally stops working

  • ×Security is whoever last thought about it

  • ×Small changes wait months to become a “project”

Rapid support

Integrated systems have a lot of moving parts, and things go wrong. When they do, you need it fixed and running again fast, not when someone gets a moment.

Preventative maintenance

Test scripts, stress testing, security patching and performance tuning keep your system healthy, and make future changes cheaper to build.

Security analysis

Cyber attacks are costly and the methods keep changing. We keep redundancies in place and have the capability to deal with attacks on your system.

Advice and new features

Your market moves quickly. Get quick answers from the experts as you make decisions, and small features built without waiting for a project.

What's included

Everything your SLA hours can be spent on

Every SLA comes with a monthly allocation of support hours. Here's what they cover, and what happens to the ones you don't use.

01

Bug fixes and rapid support

Genuine software bugs and support requests are handled against written turnaround targets, with Urgent requests prioritised above everything else. During your project's warranty period, bugs are fixed without touching your SLA hours at all.

02

Preventative maintenance

Unused rollover hours aren't wasted. We spend them developing test scripts, stress testing, refactoring for speed, patching security and running intrusion detection.

03

Eligible new features

Minor improvements estimated at 5 hours or less are built straight from your SLA hours. Anything bigger is scoped and quoted as its own piece of work.

04

Technical advice

A sounding board when you're weighing up a decision. Email or call, and get an answer from an engineer.

05

Monthly reporting

At the end of each month you get a detailed report of how your hours were used, including any maintenance tasks we performed.

06

Hosting and monitoring

Pair your SLA with managed hosting and the same team watches your servers, backups and performance around the clock.

Explore managed hosting

Not on an SLA and need help right now?

We still help. Without an SLA we can't commit to the same response times, because the resources aren't planned, but get in touch and we'll do our best to fit you in.

Get in touch
Response targets

Two priority levels, so the real emergencies jump the queue

Every request is Standard unless you mark it Urgent in the console or put the word “Urgent” in the email subject. Targets count from when we have enough information to reproduce the issue.

Urgent priority
8business hours

Target turnaround for urgent requests

Handled above all other requests. Urgent work is billed at 1.5× your allocated SLA hours, so the whole team can drop what they're doing when it genuinely matters.

Standard priority
5days

Target turnaround for standard requests

Bugs, support questions, small changes and advice, worked through in order during business hours, 9am to 5pm Monday to Friday. After-hours work is available by arrangement.

Client story · AJ Case
“Building a program from an idea to completion with the Codium team was a professional and satisfying experience. Coupled with the ongoing support, we could not be happier with our working relationship with Codium. Nothing but praise.”
Andrew J Case
Andrew J CaseAJ Case, aged care consulting

AJ Case helps aged care facilities secure the right government funding for their residents. We built the platform that captures the assessments and generates the completed government documentation, and we've supported and improved it ever since.

Read the full story
AJ Case aged care funding platform Adelaide, SA
How support works

From “something's wrong” to fixed, without the phone tag

Every request follows the same path, so you always know where it's up to and we always know what's next.

01

Raise it

Log the request in the support console or email support@codium.com.au. Mark it Urgent if it is.

Every request becomes a ticket our team uses to track the work and keep you updated throughout. Include what happened, what you expected and how to reproduce it, and the clock on your turnaround target starts straight away.

Console, email or phone 30%of the journey
Life buoy on a boat rail
02

Triage and respond

Our support team acknowledges the request, confirms its priority and gets to work.

Urgent requests go to the front of the queue with a target 8 business-hour turnaround. Standard requests are worked through in order against a 5-day target. If it's a genuine bug inside your warranty period, it's fixed without using any SLA hours.

Urgent: 8 hours · Standard: 5 days 60%of the journey
Codium developer working on a fix
03

Resolve, report and improve

The fix is tested, deployed and confirmed with you, then the ticket is closed.

At month end you receive a report of exactly how your hours were spent. Anything left over rolls into next month, and if it's still unused we put it toward preventative maintenance: test scripts, patching, performance work and intrusion detection.

Monthly report 100%resolved
Server racks under monitoring

Want the hosting looked after too?

Our managed hosting adds 24/7 monitoring, verified backups and an uptime guarantee, run by the same team that supports your software.

Managed hosting Custom software
Codium Service Level Agreement overview brochure
SLA overview brochure

The full detail, in one PDF

Package inclusions, response targets, warranty periods, how hours roll over and the answers to every question our clients ask before signing. Download it, share it with whoever signs things off, and call us with whatever's left.

Download the SLA overview
Good questions

Things people ask before they sign an SLA

Can't see yours? Ask us directly.

Are unused SLA hours rolled over?

Yes, for a maximum of one month. If you have 10 hours a month and use only 2, you'll have 18 available the following month. The current month's hours are used first. If rolled-over hours still aren't used, our support team spends them on preventative maintenance so you get the value either way.

What counts as an eligible new feature request?

Minor improvements or changes to functionality that we estimate at 5 hours or less. Larger requests are passed to our scoping team to be quoted and scheduled as a separate piece of work. Up to 70% of each month's hours can go to new features; the remaining 30% is reserved for bugs and support.

How do I submit a support request?

Email support@codium.com.au or log in to the support console. Either way a ticket is created that our team uses to track the work and keep you updated. Add the word “Urgent” to the subject, or set the priority in the console, for urgent issues.

What hours is support available?

Our hours of operation are 9am to 5pm, Monday to Friday. In an emergency outside those hours we'll do our best to help; after-hours work is charged at a higher rate, and public holidays higher again. Ask us if you need after-hours cover built into your agreement.

What happens during the warranty period on a project?

Every quoted project comes with a standard 60-day warranty in which genuine bugs are fixed at no charge and without deducting SLA hours. Higher-tier SLA packages extend that to 90 days. Having an SLA during the warranty means you also get priority response times and support for non-bug requests.

What if my SLA hours run out?

New requests are still handled, subject to availability, but revert to a standard response time and are invoiced at your package's base rate on a time-and-materials basis. We'll let you know before you get there, and you can choose to wait for next month's hours instead.

Is there a minimum term?

Yes. So we can plan enough resources for everyone on an SLA, agreements run for 12 months and renew automatically unless cancelled at least 60 days before the end of the term. The brochure has the full terms.

Can you support software you didn't build?

Yes, and we do it regularly. We start with a fixed-price review of the code, hosting and documentation so we know what we're taking on, handle the handover from the previous developer, and then put it under a support agreement. Our software takeover page explains how it runs.

Rather not find out who to call when it's already down?

Tell us about the software your business depends on. One of our digital strategists will recommend the right package.

Get in touch Call 1300 887 103