Technical support & service level policies

Schedule 1 - Technical Support

1. Scope

The following describes the technical support services (“Technical Support”) that the Company will provide to the Subscriber.

The purpose of Technical Support is to address issues with the Platform that prevent it from performing in substantial conformance with the applicable Documentation. A resolution to such an issue may consist of a fix, workaround or other relief reasonably determined by the Company.

2. Availability

Subscriber can submit a Support Request, and Technical Support will be provided, from Monday to Friday 9am to 5pm AEST excluding gazetted public holidays.

3. Support Requests

A Support Request may be submitted via the below email addresses:

[email protected]

When making a Support Request the User must provide accurate information to assist the Company to resolve the request, including but not limited to:

  • details of the issue;
  • all relevant messages;
  • the circumstances in which the issue arose; and

further information relating to the issue as may be reasonably required to solve the Support request.

4. Severity Table

Each Support Request will be categorised by the Company into one of the following Severity Levels and addressed in accordance with the target times:

5. Exclusions

The Company is not required to provide resolutions for immaterial issues.

Technical Support does not include professional services for implementation, configuration, integration or customisation of the Platform or custom software development, training or assistance with administrative functions.

Schedule 2 - Service Levels

1. Scope

The following describes the service levels to be met by the Company for the Subscription.

2. Platform Availability

The Company intends that the Platform should be available 24 hours a day, seven days a week. However, it is possible that on occasions the Platform may be unavailable to permit maintenance or other development activity to take place.

The Company does not warrant that the use of the Platform will be uninterrupted or error free. Particularly, the operation and availability of the systems used for accessing our Platform, including public telephone services, computer networks, web browsers and the Internet, can be unpredictable and may from time to time interfere with or prevent access to the Platform. The Company is not in any way responsible for any such interference or prevention of Subscriber access or use of the Platform.

3. Platform Uptime

The intended Platform Uptime is 99%.

The following events will be excluded in calculating Uptime SLA:

a) Maintenance Activities or Updates: which are described in the clause 4 in Schedule 1. b) Emergency Maintenance: required to address an exigent situation with the Platform that if not addressed on an emergency basis could result in material harm to the Platform. c) Circumstances beyond the Company’s reasonable control: including without limitation, unavailability due to the Subscriber or its Users’ acts or omissions, an Excusable Event, Internet service provider failures or delays, failure or malfunction of equipment or systems not belonging to or controlled by the Company.

The Company reserves the right to perform Maintenance Activities and Updates if circumstances require, and the Company will provide prior notice to the Subscriber before doing so.

4. Platform Recovery Time Objective and Recovery Point Objective

Platform Recovery Time Objective (RTO) 2 days
Platform Recovery Point Objective (RPO) 4 days

Version 1.2