Service Level Agreement (SLA)

 

1.1 "Customer" refers to the organization that hold a valid, paid GoXpro license that is current and not expired. Organisations holding unpaid, free, or expired GoXpro licenses are not covered under the definition of 

 

1.2 "Customer" and are excluded from this agreement.

 

1.3 "GoXpro Support" means the business team within GoXpro International Operations Pty Ltd that provides services to assist the Customer to resolve issues with the Services.

 

1.4 "Incident" means an event or set of circumstances that result in a failure to meet a Service Level.

 

1.5 "GoXpro" means the GoXpro web application owned and operated by GoXpro International Operations Pty Ltd.

 

1.6 "Service Level" means standards GoXpro International Operations Pty Ltd adheres to and by which is measures the level of service it provides as specifically set forth in this agreement.

 

1.7 "Downtime" is defined as any period of time when users are unable to access the GoXpro service. Downtime does not include the period of time when GoXpro is not available as a result of: i) Scheduled Downtime, ii) Acts or omissions of the Customer or Customer's agents, iii) Factors resulting in Downtime that are caused by the Customer or Customer's agents, iv) Temporary loss of some functionality.

 

1.8 "Scheduled Downtime" is defined as Downtime within pre-established maintenance windows. Scheduled Downtime is not considered Downtime for the purposes of this agreement.

 

1.8.1 "Monthly Uptime" is the total number of minutes in a calendar month minus the total number of minutes of Downtime, expressed as a percentage of the total number of minutes in a calendar month.

 

1.9 "Response Time" is the time it takes for GoXpro International Operations Pty Ltd to respond to an incident or customer request.

 

1.10 "Event" refers to a issue, incident or request that may require response and resolution by GoXpro International Operations Pty Ltd.

 

2.1 Customers must hold a valid, paid GoXpro license that is current and not expired in order to qualify for and be part of this agreement.

2.2 Customers holding the free license do not qualify to be part of this agreement.

2.3 Customers must adhere to the GoXpro Terms and Conditions in order to qualify for and be part of this agreement. The GoXpro Terms and Conditions are available at the following location: Terms and Conditions

 

3.1 This SLA and any applicable Service Levels do not apply to any performance or availability issues:

3.1.1 Due to factors outside of GoXpro International Operations Pty Ltd's reasonable control;

3.1.2 That resulted from Customer's or third-party hardware or software'

3.1.3 That resulted from actions or interactions of Customer or third parties;

3.1.4 Caused by Customer's use of the Service after GoXpro International Operations Pty Ltd advised the  Customer to modify its use of the Service, if the Customer did not modify its us as advised;

3.1.5 During scheduled downtime.

4.1.1 Monthly Uptime is calculated by taking the total number of minutes in a calendar month minus the total number of minutes of Downtime impacting the Customer.

4.1.2 Table 1.1 below provides target response times.

 

4.2 Target resolution times

4.2.1 Target resolution times are provided for reference purposes and serve to provide a guide for the expected time it will take to resolve an issue related to a specific Event.

4.2.2 Table 1.2 below provides target resolution times.

 

4.3.1 Table 1.3 below defines the criteria used in the classification of Events.

 

5.1 Recovery Time Objective (RTO)

5.1.1 The Recovery Time Objective is 6 hours from the disaster event.

5.2 Recovery Point Objective (RPO)

5.2.1 The Recovery Point Objective is a maximum of 24 hours from the disaster event.

 

6.1 Standard Scheduled Maintenance Windows apply weekly on Saturdays and Sundays from 2:00am UTC to 5:00am UTC.

6.2 During Scheduled Maintenance Windows services may become unavailable, but not for a period longer than 15 consecutive minutes, and not for longer than 30 minutes in aggregate.

6.3 Scheduled Maintenance Windows are not an indication that maintenance will necessarily be performed or that services will be unavailable, however those windows will be used in cases where maintenance is required on a given week.

6.4 Additional Maintenance Windows, or extensions to the standard Scheduled Maintenance Window, may be scheduled by way of announcement on the GoXpro Facebook page with at least 5 days notice being given.