Placeholder Service Level Agreement (SLA)

Status: Under Legal Review

Effective Date: April 14, 2026

1. Service Commitment

We aim to provide a "Technical Truth" uptime of 99.9% for our documentation and licensing portals. This commitment ensures our B2B partners have reliable access to mission-critical licensing services.

2. Support Response Targets

Support is provided during standard Adelaide business hours (ACST/ACDT, 9:00 AM – 5:00 PM). Response times are categorized by severity:

Severity	Description	Response Time
Critical	Total loss of licensing/activation service.	< 4 Hours
Standard	Feature bugs or technical queries.	< 24 Hours

3. Maintenance & Exclusions

Standard maintenance windows are performed outside of peak business hours. This SLA does not apply to outages caused by third-party infrastructure (e.g., GitHub, Cloudflare) or security blocks resulting from unauthorized scraping attempts.