1. Support Window
- Standard support window is Monday to Friday, 9:00 AM to 5:00 PM AEST/AEDT.
- Planned maintenance is scheduled outside that window where practical.
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Support and Service Levels
This is the default paid-production support model. Signed commercial agreements can define customer-specific support paths or stronger commitments.
2. Severity and Initial Response
- Severity 1: full service outage, confirmed data access issue, or critical security incident. Initial response target: within 1 hour.
- Severity 2: major feature unavailable, widespread login failures, or significant workflow blockage. Initial response target: within 4 business hours.
- Severity 3: degraded but usable feature or isolated bug. Initial response target: within 1 business day.
- Severity 4: cosmetic issue, question, or enhancement request. Initial response target: within 3 business days.
3. Availability and Updates
- Target monthly availability for the hosted application is 99.5%.
- Severity 1 incidents receive progress updates every 2 hours until stabilised.
- Severity 2 incidents receive updates every 4 business hours, and Severity 3 incidents receive daily updates while actively being worked.
4. Exclusions
- Unsupported browsers, customer network problems, and customer-controlled identity issues are excluded.
- Preview and demo environments are outside the SLA.
- Service credits are not automatic unless explicitly offered in the signed commercial agreement.