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RedOwl Support

We're here to help you with product questions, incidents, and security concerns.

Last updated: November 06, 2025

We’re here to help

Customer support can be accessed via the following channels:

Response Times

Customer support can be accessed via the following channels:

  • Critical Issues (Service Downtime, Outage): Response within 1 business hour.
  • High-Priority Issues (Service Degradation, Major Performance Issues): Response within 4 business hours.
  • Low-Priority Issues (General inquiries, minor issues): Response within 1-3 business days.

Support Hours

  • Standard Support: Available during business hours from 8:00 AM to 6:00 PM, Monday through Friday, Australian Standard Time, excluding public holidays.
  • Emergency Support: Available 24/7 for critical service disruptions or outages.

Support Services Overview

Provider agrees to provide support services for Customer’s use of the Platform as outlined below during the Term of the Agreement.

Support Scope

  • Technical Assistance: Troubleshooting and resolution of service-related issues.
  • Configuration Guidance: Assistance with setup, configuration, and optimization of Platform for specified Use Cases.

Support includes assistance with the following:

Exclusions

Support does not include the following:

  • Customization or development: Provider does not provide custom development or coding services unless agreed upon.
  • Third-party software: Support for third-party tools, services, or applications that are integrated with the Platform.

Service Levels

Provider willstrive to meet the response times set forth above. However, no guarantee ismade regarding specific resolution times. All issues will be addressed inaccordance with their severity and impact on the Customer’s use of the Platform.

Customer Responsibilities

To ensureefficient support, the Customer agrees to:

  • Provide clear, detailed information about the issue.
  • Cooperate with the Provider’s support team in troubleshooting and resolution.
  • Ensure all necessary access credentials are available for investigation, where applicable.
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Any financial product advice that is provided in this material is general advice only and does not consider your objectives, financial situation or needs. You should consider the appropriateness of the advice, having regard to your objectives, financial situation and needs before acting on it.
Financial services are provided by Nium Pty Limited ACN 601 384 025 (AFS licence 464627). Red Owl Pty Ltd ACN 676 456 321 is an authorised representative of Nium Pty Limited (AFS Authorised Representative 1313293). Before you make any decision, you should consider the Product Disclosure Statement, Financial Services Guide and Target Market Determination.