Service Level Agreement

This Service Level Agreement ("SLA") is a binding agreement between Provisoft Pty Ltd (ABN 88 611 756 711) ("Provisoft," "we," "us," or "our") and the Customer ("you" or "your") and governs the performance standards for Provisoft’s staff rostering software ("Service").

This SLA applies to all paid subscription plans unless superseded by a separate written agreement.

1. SERVICE AVAILABILITY & UPTIME COMMITMENT

1.1 Uptime Guarantee

Provisoft guarantees 99.5% monthly uptime for the Service, excluding:

Scheduled maintenance (Section 1.2)

Force majeure events (Section 6)

Customer-caused outages

1.2 Scheduled Maintenance

Planned Maintenance: Conducted on the second Tuesday of each month, 10:00 PM – 2:00 AM AEST (with 72 hours' notice).

Emergency Maintenance: Rare, unscheduled maintenance with maximum possible advance notice (email & in-app alerts).

1.3 Outage Reporting & Credits

Qualifying Outage: Any unplanned downtime exceeding 5 consecutive minutes.

Credit Eligibility:

Monthly Uptime % Service Credit (% of monthly fee)

99.0% – 99.4% 5%

95.0% – 98.9% 10%

Below 95.0% 20%

Claim Process: Submit a request to support@provisoft.com.au within 7 days of the incident.

2. SUPPORT SERVICES

2.1 Support Channels & Hours

Support Tier Availability Response Time Contact Method

Standard (Included) Mon-Fri, 9 AM – 5 PM AEST ≤ 8 business hours Email & Help Center

Priority (Add-on) 24/5 (Mon-Fri) ≤ 2 hours Email, Chat, Phone

Emergency (Critical Failures) 24/7 ≤ 1 hour Phone (Provided in the email)

2.2 Incident Severity Levels

Level Definition Initial Response Time

Critical (P1) Full system outage ≤ 1 hour

High (P2) Major feature disruption ≤ 4 hours

Medium (P3) Minor feature issue ≤ 8 business hours

Low (P4) General inquiries ≤ 24 business hours

3. DATA BACKUP & RECOVERY

3.1 Backup Policy

Frequency: Daily encrypted backups

Retention: 30-day rolling retention

Disaster Recovery (RTO/RPO):

Recovery Time Objective (RTO): ≤ 4 hours

Recovery Point Objective (RPO): ≤ 1 hour

3.2 Data Export

Customers may export their data at any time in CSV, Excel, or PDF formats.

Full database exports available upon request (may incur professional services fees).

4. SECURITY & COMPLIANCE

4.1 Security Measures

Encryption: AES-256 for data at rest & TLS 1.2+ for data in transit

Access Controls: Role-based permissions & MFA enforcement

Audits: Annual SOC 2 Type II compliance audits

4.2 Breach Notification

Provisoft will notify affected customers within 24 hours of confirming a security breach.

5. CUSTOMER RESPONSIBILITIES

To maintain SLA compliance, customers must:

Ensure stable internet connectivity

Use supported browsers (Chrome, Firefox, Edge, Safari)

Notify Provisoft promptly of issues

6. FORCE MAJEURE

Provisoft is not liable for failures caused by:

Internet outages

Third-party service provider failures ( Includes but not limited to hosting and storage providers)

Natural disasters

Cyberattacks beyond reasonable control

7. SLA CHANGES & GOVERNING LAW

Provisoft may update this SLA with 30 days’ notice.

Disputes governed by NSW, Australia law.

Contact:

? support@provisoft.com.au

This SLA supplements the Provisoft Terms of Service and Privacy Policy.