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SLA Details

Our regular HRWize Support Desk Business Hours are 9am to 4pm Monday through Friday via email (excluding Quebec and Federal statutory holidays). Should you have any requests or emergencies outside of the mentioned hours please send them to support@hrwize.com with a detailed explanation of your request or sign in to your Kayako portal account to submit your request. 

It is imperative you send your ticket to the main support desk as there will be a team member monitoring who can escalate to the right individuals IF and WHEN required.


Ticket Priority Description


Priority 
Description 
Response Period * 
Resolution Period * 

S1 – Critical Priority 

  • HRWize services are inoperable, or a core function of the Service is unavailable. 
1 Hour 
1 Business Day 

S2 – Urgent Priority 

  • A core function within HRWize is significantly impaired 
4 Hours 
20 Business Days 

S3 – Moderate Priority 

  • A core function of the Service is impaired, where the impairment does not constitute an urgent fault 

  • A non-core function of the Service is significantly impaired 
24 Hours 
35 Business Days 

S3 – Minor Priority 

  • Any impairment of the Service not falling into the above categories, and any cosmetic fault affecting the Services 
5 Business Days 
180 Business Days 


* During regular business hours. 


Table 2: Priority, Response & Resolution Times for HRWize Custom Developments and Integrations  


Priority 
Description 
Response Period * 
Resolution Period * 

S1 – High Priority 

  • System not available 

  • Large number of users are impacted and cannot work in the system 

  • Integrity of data affected 
1 Hour 
1 Business Day 

S2 – Average Priority 

  • System available however partial loss or deterioration of the application (during the hours when this service/product must be available) 

  • Large number of users experiencing intermittent or reduced system functionality; adequate workaround may exist 

  • High visibility or impact to users 
4 Hours 
5 Business Days 
S3 – Low Priority 

  • Minor impact for the customer, on user or a small group of users is affected 

  • Non-critical component (application, service, function, or procedure) unusable or hard to use having an operational impact, but with no direct impact on services availability 

 24 Hours 
 20 Business Days 



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