Support
Clear support & escalation
We keep support practical and predictable for Philippine SMBs. Business-hour coverage, clear escalation, and honest SLAs on paid plans.
Channels
- • Email: support@kapwawork.com
- • In-app help: coming soon
- • Sales: sales@kapwawork.com
Response targets
- • Free: best effort, PH business hours.
- • Starter/Business: defined response targets; urgent failures get priority.
Escalation policy
For production-impacting issues, please escalate immediately. We keep an audit of escalations and resolutions.
- • Report application failures here: https://mapleworksuite.com/internal/support/list.php
- • Include timestamps, affected users, and steps to reproduce.
- • We provide updates until resolved or mitigated.
Severity levels
- SEV1 (critical): Production down or data loss; no workaround. Include impact, time started, users affected, screenshots/logs.
- SEV2 (high): Major function impaired with workaround. Include scope, steps to reproduce, and current workaround.
- SEV3 (medium): Degraded performance or minor feature issues. Include frequency and affected branches/teams.
- SEV4 (low): Cosmetic or questions. Include context and desired outcome.
Provide: timestamps, affected tenants/users, steps to reproduce, expected vs. actual, and any recent config changes.