Service Level Agreement (SLA)

1.     SERVICE AVAILABILITY

Rosterfy Limited ( the “Rosterfy”) Rosterfy shall achieve Quarterly Platform Availability Level of at least 99.5%. 

Downtime: Periods when core platform services are inaccessible or unusable by the Customer, as monitored by Rosterfy.​

Exclusion from Downtime: The following are not counted as Downtime for the purpose of calculating Quarterly Platform Availability Level:

•       Scheduled Routine and Emergency Maintenance Events (as defined in Section 4); or
•       Service unavailability caused by events outside of the direct control of Rosterfy or its subcontractor(s), including any force majeure event, the failure or unavailability of Customer’ systems, the Internet, and the failure of any other technology or equipment used to connect to or access the service.

Platform Availability: refers to the core components of the Rosterfy platform, specifically: 

•   Core Platform Components (Infrastructure | Database(s) | core AWS or other, as and when applicable, services)
•       Customer Dashboards, 
•       Admin Dashboards & Portal, Volunteer Portal | Dashboards  and
•       An access point on the backbone network of the Rosterfy Platform and not the portion of the circuit that does not transit the backbone network, as the Customer is responsible for its own internet access.

Quarterly Platform Availability Level: means the total number of minutes in a Quarter minus the number of minutes of Downtime suffered in a Quarter, divided by the total number of minutes in a Quarter. 

2. Incident Priority Levels, Response & Resolution Times

If the Platform does not meet the availability targets in Section 1, Rosterfy will use reasonable efforts to respond to and resolve incidents based on the priority level, as determined solely by Rosterfy.

Key Definitions:

Customer Support Response Time: Time from when Rosterfy confirms the incident is valid and begins investigation.

Customer Support Resolution Time: Time from initial response until the issue is diagnosed, resolved (if possible), and the service impact is minimised.

Technical Escalation Resolution Time: Additional time required if the issue is escalated to the Product or Engineering team.

Total Resolution Time = Customer Support Response Time + Customer Support Resolution Time + Technical Escalation Time (if required)

Example:

For a Priority 2 (P2) incident:

Response Time: 4 business hours

Resolution Time: 5 business days

Escalation Time (if needed): 2 business days

Total Time: Up to 7.4 business days

Rosterfy SLA - Customer Support Target Response & Response times & Technical Escalation

Definitions 

Bugs: A defect in the Rosterfy platform where it does not function as intended or designed, altering the expected user experience.

Feature Request (FR): A non-urgent, value-adding request for new functionality or improvements to existing features that do not impact core system performance.

Implementation Blocker (PB): In the event a technical issue (not a feature request) is blocking an implementation, our Delivery team will work with Engineering to keep the scheduled delivery on track. 

The following guide provides examples of the types of issues within the Rosterfy platform against each severity. 

P1: Global login failure- Mass data corruption during import. 

P2: Workflow automations failing for most customers-
Role assignment failing across multiple tenants
Users cannot register
Emails failing to send
Events or shifts cannot be created
Shift signup flow is broken for volunteers
Unable to import or export data from Rosterfy
Users not being correctly assigned to a group or a shift via an invitation link
Journey progress not updating in portal
Unable to check-in for a shift
Unable to submit forms

P3: Delay in Volunteer status updating after approval- -Timezone offset incorrect in reporting
Volunteer stats calculating incorrectly in portal
Shift feedback form is not loading
Reward point calculation incorrect / cannot redeem rewards
Incorrect branding applied in email templates
Delay in updating email history
Unable to update or reorder columns in listings
Unable to perform bulk updates
Maps not loading in portal
Cannot add family members via the portal
Users cannot access FAQs from portal
Portal dashboard widgets not updating once reordered in the backend

P4: Spacing issue in admin menu- Incorrect tooltip when hovering over export button
Spelling or grammatical errors in copy
User counts incorrect in lists
Unable to clear notifications in portal

IB: Form field required by customer missing in system configuration
Permission group not reflecting required access

Customer Support Escalations to Product Engineering.

For customer issues that have been escalated and confirmed as software bugs the following applies:

1. P1|P2 escalations are honoured as stated above in the Customer Support SLA.

2. Where Priority 3 & 4 incidents are escalated as platform bugs, the following target timeframes apply

1. 1. 1. 1. Priority 3 Bugs – Target resolution within 60 business days, subject to product roadmap alignment and resource availability.
         2. Priority 4 Bugs – May be resolved in a future product release. These are reviewed periodically as part of ongoing platform improvements.

3. Escalation to the product & engineering team will occur only where the incident materially impacts platform stability, compliance, or user experience at scale.
   
   
4. Rosterfy prioritises all bugs against existing priorities and our product roadmap. The above target timeframes are indicative and may be adjusted based on scope, impact, & engineering capacity
   
   
5. FR’s (feature requests): All requests for new functionality, improvements, or customer-specific configurations that are not defects are logged as FRs and routed via product discovery or backlog triage. Timeframes are subject to priortisation against roadmap and existing priorities.

In the event that Rosterfy is unable to comply with the timescales above, having used reasonable endeavours, Rosterfy has the right to remove access to the Platform with immediate effect.

In addition to the resolution times above, in the event of an issue causing the platform to be unavailable, Rosterfy commits to getting the platform back up within 24 hours, 7 days a week.

3.     RECOVERY POINT OBJECTIVE

Where the failure has resulted in a loss of data (including PII), Rosterfy shall restore the data to the latest 6-hour incremental back-up available before the data was lost. The recovery time objective shall be as per the resolution time set out above depending upon the priority of the incident. 

4.     MAINTENANCE EVENTS

Routine Maintenance Events: Maintenance of Rosterfy’s equipment, facilities, the Platform or other aspects of the services that may require interruption of the platform shall be performed during overnight hours in each region (see below) and at least seven (7) days’ notice will be given.

Regions and maintenance hours as applicable based on Customer location:

• Asia / Pacific - Between 12am and 8am AEST
• Europe / UK / Middle East - Between 12am and 8am GMT
• Americas - Between 10pm and 3am EST

Emergency Maintenance Events: Rosterfy may also interrupt the services to perform emergency maintenance during the above maintenance hours provided at least three (3) days’ notice is given.  

Any Routine or Emergency Maintenance Events which occur outside of these hours and which were not requested or caused by Customer, shall be considered downtime for the purpose of service availability measurement. Rosterfy shall at all times endeavour to keep any service interruptions to a minimum. 

5.     MAINTENANCE

Rosterfy shall provide regular maintenance services to the Rosterfy Platform. Maintenance includes all regularly scheduled error corrections, software updates and upgrades.

Rosterfy shall maintain and update the Rosterfy Platform. Should Customer determine that the Rosterfy Platform includes a defect, Customer may at any time file error reports. During Routine or Emergency Maintenance Events, Rosterfy may, at its discretion, upgrade versions, install error corrections and apply patches to the Rosterfy Platform. Rosterfy shall use all reasonable endeavours to avoid unscheduled downtime for Rosterfy Platform maintenance. 

Before Rosterfy or Customer makes changes to integration interfaces between the Application Programme Interface (API) and Customer’ internal data stores or systems, Rosterfy or Customer shall provide notice to the other in order to ensure the continued operation of any integration interfaces affected by such changes. Each party shall provide the other party with at least sixty days' advance notice of such changes. Such notice shall include at least the new interface specifications and a technical contact to answer questions on these changes. Rosterfy or Customer (as applicable) shall also provide up to five days of integration testing availability to ensure smooth transition from the previous interfaces to the new interfaces.

In the event that Rosterfy wishes to deprecate any API they will provide Customer with six months prior written notice.

6.     CUSTOMER SUPPORT

Rosterfy provides 24/7 access to our Service Desk to ensure you receive support when you need it. Customers can submit support requests directly by selecting the blue icon in the Admin portal located in the bottom right hand corner. 

If you're unable to access the platform, support can also be reached via email at support@rosterfy.com. Admin users additionally have access to real-time assistance through the live chat feature within the admin dashboard.

Upon submission of a support request, a confirmation email will be sent to confirm the creation of your ticket.

Service Level Agreements (SLAs) commence from the time a support ticket is created. SLA response and resolution times are measured only during core business hours (9:00 AM to 5:30 PM), based on the region in which the request was submitted. While responses may be provided outside of these hours, they do not count towards SLA timeframes.

7.     PLATFORM UPDATES AND ENHANCEMENTS 

Rosterfy is a multi-tenant SaaS platform offered as a subscription-based service. As part of the subscription, customers receive ongoing access to ongoing platform improvements, new features, performance improvements, and bug fixes aligned with Rosterfy’s product and technology roadmap.

Rosterfy welcomes customer feedback as an important input into its product development process. Customer feedback and requests  are regularly  reviewed and considered by our teams as part of planning and prioritisation practices.

While Rosterfy may evolve the platform over time, it is not obligated to develop custom features or enhancements unless expressly agreed in writing.

Customers benefit from regular platform updates, which are deployed in accordance with Rosterfy’s release schedule and communicated through release notes or customer channels.