The SLA describes the availability of our service, our error response objectives, and the consequences on our part in case we fail to comply with these objectives.
Auscomp provides an industry leading product, and is pleased to support it with this Service Level Agreement (SLA). This SLA is incorporated into the Terms and Conditions of Service – the Client’s Agreement with us, and is made a part of it. Terms not defined in this SLA have the definitions set out in our Agreement. The remedies set out in this SLA are Client’s sole and exclusive remedy for issues covered by the SLA.
While Auscomp will not modify this SLA or Terms and Conditions of Service arbitrarily, we may do so from time-to-time. Should we make any changes we will post it up on our website. It is important that you review the SLA completely and regularly.
Our goal is to ensure that the Service is available to Clients 24/7 (Service Availability) and we will do our utmost to deliver and maintain that standard.
Our Error Response goal is a time to acknowledge only, not a time to resolve. We realise that our Service Availability and Error Response goals may not always be met or be within Client expectation. In the event that we should fail to meet the Service Availability goal as a result of scheduled outages, emergency maintenance or Force Majeure Events, or if the failure to meet either the Service Availability goal is based on a non-standard environment, Client machine access, Client authored code or changes to the Service by parties other than Auscomp, no refunds or credits will be available.