Service Level Agreement (SLA)
Details of our Service Level Agreement
PRIORITY 1 (CRITICAL)
Customer is unable to access critical functionality. Service failure or performance degradation has a critical impact on customers primary business.
Service Level Agreement
Response provided with 2 business hours. Resolution provided within 24 hours.
PRIORITY 2 (MAJOR)
Customer is unable to perform a frequently used critical business function as would be expected in the normal use of the SaaS Services. No temporary solution or workaround is available.
Service Level Agreement
Response provided with 4 business hours. Resolution provided within 30 business days.
PRIORITY 3 (MINOR)
Customer is unable to perform a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services. Temporary solution or workaround is available.
Service Level Agreement
Response provided with 8 business hours. Resolution provided within 90 business days.
PRIORITY 4 (LOW)
Customer is unable to perform a seldom used and non-critical business function as would be expected in the normal use of the SaaS Services.
Customer is unable to complete a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services, but a temporary resolution has been provided.
Service Level Agreement
Response provided within best efforts. Resolution provided within best efforts.
Contact us
If you have any questions, or if you wish to contact us for any of the reasons described above, including to correct or access the information we hold about you or to make a complaint, please contact our Privacy Officer:
The Privacy Officer (Global)
80 Market St, South Melbourne, 3205.
Email: hello@rosterfy.com
