- Hours
- Weekdays, 8 to 6 Pacific
- Urgent
- 4 business hours
- Uptime target
- 99.5 percent
- Contact
- hello@sunwelltechnologies.com
The short version
- Email support on business days. Urgent problems get a first response within 4 business hours.
- Planned maintenance is announced ahead and kept outside business hours where possible.
Summaries on this page help you read it. The full text is what applies.
How to reach us
In short: Email or the in-app button, weekdays 8 to 6 Pacific.
Email hello@sunwelltechnologies.com or use the in-app feedback button. Support hours are Monday to Friday, 8 am to 6 pm Pacific, excluding US federal holidays, unless your order says otherwise.
Response targets
In short: Urgent issues answered within 4 business hours.
| Priority | Example | First response |
|---|---|---|
| Urgent | Service down or payments blocked for everyone | 4 business hours |
| High | A key workflow broken with no workaround | 1 business day |
| Normal | Questions, minor issues, how-to | 2 business days |
| Requests | New features or design edits | Acknowledged in 2 business days, then scheduled |
These are first-response targets, not fix times, unless your order states otherwise.
Availability
In short: A 99.5 percent monthly uptime target.
We aim for hosted services to be available 99.5 percent of each month, excluding announced maintenance and outages of third-party providers outside our control. If your order includes a service credit, it is stated there.
What is included
In short: Help and fixes are included; bigger changes are quoted.
Subscriptions include help with using the product and fixing defects. Website care plans include the edits listed in the plan. Monthly support retainers include the hours and priority stated in the order. Larger changes are quoted as a change before work starts.
Questions about this document?
Ask before you sign. Email hello@sunwelltechnologies.com, or write to Sunwell Technologies LLC, PO Box 935, Madera, CA 93639.
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