Service Level Agreement (SLA)

1. Support hours and channels

• Incident reporting is available 24 hours a day, 365 days a year by phone and email for managed customers.
• Standard business hours for scheduled and project work are 8:00am to 6:00pm AEST, Monday to Friday, excluding Queensland public holidays.
• Monitoring and alerting run continuously; alerts are actioned by an on-call engineer regardless of the hour.

2. Priority definitions

• P1 — Critical: complete outage, suspected security incident, data loss, or anything preventing the business from trading.
• P2 — High: a major function is degraded, or a user cannot work at all and no workaround exists.
• P3 — Standard: an issue with a workaround, or a request affecting one user's productivity.
• P4 — Scheduled: change requests, onboarding, provisioning and planned work.

3. Response targets

Response means a qualified engineer is actively working the issue and has made contact — not an automated acknowledgement. Resolution times depend on the nature of the fault and any third-party dependency, and we will provide updates at agreed intervals until closure.

• P1: response within 30 minutes, 24/7, with continuous work until service is restored or a workaround is in place.
• P2: response within 2 business hours.
• P3: response within 1 business day.
• P4: scheduled by agreement, typically within 5 business days.

4. Escalation path

• Level 1: service desk engineer, on shift at the time the ticket is raised.
• Level 2: senior engineer for the relevant discipline (network, cloud, security, applications).
• Level 3: service delivery manager, who owns customer communication for any P1 beyond two hours.
• Level 4: director on call, engaged for any P1 beyond four hours or any confirmed security incident.

5. Maintenance windows

Planned maintenance is performed between 10:00pm and 4:00am AEST. Non-disruptive maintenance is notified at least 48 hours in advance; disruptive maintenance at least 5 business days in advance. Emergency maintenance to address a critical vulnerability or imminent failure may be performed with as much notice as is practical.

6. Reporting

Managed customers receive a monthly service report covering availability, ticket volumes by priority, response performance against these targets, patch compliance, backup success and restore tests, and any recommended remediation.

7. Service credits

Where we miss a response target for a P1 or P2 incident, you may claim a service credit of 5% of the monthly recurring fee for the affected service per missed target, capped at 25% of that monthly fee in any calendar month.

Claims must be submitted within 30 days of the incident, quoting the ticket reference. Credits are applied against future invoices and are the sole remedy for a missed response target.

8. Exclusions

• Faults in systems, networks or applications not covered by a Service Order.
• Issues caused by changes made without our knowledge by you or a third party.
• Outages caused by a carrier, cloud provider or vendor beyond our reasonable control, though we will manage the vendor case on your behalf.
• Force majeure events, including natural disasters and large-scale internet routing failures.