Support & Maintenance

Availability SLA

1. 1. 1. This Policy sets out the Provider's availability commitments relating to the Hosted Services.
      2. In this policy, "uptime" means the percentage of time during a given period when the Hosted Services are available at the gateway between public internet and the network of the hosting services provider for the Hosted Services.
         
         

1. 1. 1. The Provider shall use all reasonable endeavours to ensure that the uptime for the Hosted Services is at least 99.9% during each calendar month.
      2. The Provider shall be responsible for measuring uptime, and shall do so using any reasonable methodology.
         
         
2. Exceptions
   
   
3.  Downtime caused directly or indirectly by any of the following shall not be considered when calculating whether the Provider has met the uptime target noted in clause 1.1 of this policy:
   
   1. 1. a Force Majeure Event;
      2. a fault or failure of the internet service provider or any public telecommunications network;
      3. a fault or failure of the Provider's hosting infrastructure services provider, unless such fault or failure constitutes an actionable breach of the contract between the Provider and that company;
      4. a fault or failure of the Customer's computer systems or networks;
      5. any breach by the Customer of this Agreement; or
      6. any breach, fault or failure of the Third Party Integrated Services; or
      7. scheduled maintenance carried out in accordance with this Agreement, including the Maintenance Window described in clause 2.1 of this Policy.

Maintenance and Support

1. Introduction

1. 1. This policy sets out the service levels applicable to the Provider’s maintenance and support services.

1. 1. 1. The Customer acknowledges and accepts that each week the Provider schedules a period of downtime for maintenance work which will occur between 00:00am to 07:00am each Sunday (Maintenance Window). The Provider is not obliged to provide the Customer further notice of the Maintenance Window.
      2. If any maintenance is required outside of the Maintenance Window, the Provider shall (where practicable) give to the Customer at least 5 Business Days prior written notice of that scheduled maintenance if it is likely to affect the availability of the Hosted Services or is likely to have a material negative impact upon the Hosted Services, without prejudice to the Provider's other notice obligations under this policy.
      3. The Provider shall use reasonable efforts to provide all scheduled Maintenance Services outside Business Hours.

1. 1. 1. Maintenance includes maintaining the versions and security patches of the open source frameworks and application containers on which the Platform software runs to meet the standards any other performance and security standards agreed between the parties.
      2. Maintenance does not cover the extension of the Platform software functionality to include new services that may be introduced unless those extensions are required for the Platform software to continue operating.
      3. Maintenance does not cover changes required to the Platform software that are required to support changes to your underlying infrastructure.
      4. Maintenance will not include enhancements or improvements.

1. 1. 1. Support Process
         1. 1. Support shall be provided during Business Hours, typically Monday to Friday from 9.00am to 5.30pm AEDT (excluding public holidays and weekends).
            2. All tickets will be raised through an agreed ITSM system, and tickets raised by the Customer will have a full description and history associated. All information related to an issue will be communicated through the agreed ITSM system.
            3. All tickets will be acknowledged, reviewed and triaged by the Provider before the assignment of tickets to an appropriate technical staff member or members, as determined by the Provider in its sole discretion.
            4. When a ticket is assigned to a technical staff member, a time will be booked with the Customer to further investigate and advise on the issue in accordance with the response time objectives.
         
         For emergency issues, where the issue is critical, where response times have not been met, or where tickets are considered requiring escalation for some other reasonable cause, the Customer’s nominated contacts may escalate directly to the Provider’s nominated point of contact via telephone and email
         
         The Customer shall ensure that all requests for support services that it may make from time to time shall be made through the agreed ITSM System.
         
         
      2. Scope of support services:
         1. 1. Rectification of defects in the Platform software (not enhancements).
            2. Rectification of data issues caused solely by the Platform software.
            3. Updating the status of incidents within the ticketing system.
            4. Where available, provide the Customer with all information and data available regarding third parties and interfaces to assist in the resolution of incidents.

1. 1. 1. The Provider will maintain and support the software necessary to provide the Platform software and Services.
      2. The Provider will notify the Customer’s nominated contact immediately regarding any P1 issues or any unplanned maintenance procedures that can cause P1 issues. The Customer’s nominated contact may report any issues by contacting us and designating the problem severity for such issues in accordance with the chart set out below.
      3. A problem is a defect in the accessibility or performance of a function or component of the Platform software which had previously performed as expected. Problem severity will be determined using the following chart:
         
         

         Priority Level	Status	Condition
         1	Critical	Means a reproducible condition, which stops business and is not correctable by a solution already available
         2	Important	Means a reproducible minor problem which is not business critical but impacts daily operations and which may be circumvented or avoided on a temporary basis
         3	Inconvenient	Means a reproducible minor problem that impacts the efficiency of operations but does not impact business
         4	General	Means a minor general enquiry that does not impact business operations

      4. Responses will be provided by the Provider in accordance with the following criteria and tracked on a case by case basis.
         
         

         Priority Level	Initial Response Time	Target Resolution Time
         1	2 Hours	Same Day
         2	3 Hours	2 Working Days
         3	Close to business next working day	4 Working Days
         4	Within a week	N/A

      5. For all P1 classifications, the Provider will provide a written statement of explanation as to the root cause of the problem including a description of the issue, root cause of the issue, detailed explanation of steps followed to correct the issue, path forward to mitigate the issue (if applicable), and start and end times, on request.
      6. For the purpose of this clause, Response Time means the elapsed time from the time the Provider receives notification of an incident, either from monitoring alerts or from an open trouble ticket, until the Provider notifies you we have started work on the incident.

Last Updated: 17 October 2023