Service Level Commitment
During the Subscription Term for which Referoo has agreed to provide services to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage of 99.6% uptime, measured during AEST 8:00am – 8:00pm, excluding Australian federal public holidays, weekends and scheduled maintenance.
If you request maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third-party connections, integrations or utilities or other reasons beyond our control (critical bugs not related to Referoo) will also be excluded from any such calculation.
Scheduled Maintenance
Any scheduled maintenance that is required will be carried out, outside of key AEST business hours, 8:00am – 8:00pm. Any maintenance required during this time due to a critical bug will be communicated to you prior with an estimated impact duration provided. Where possible, we will communicate maintenance during these hours with a no less than 1 hours notice. Should we be required to act on an immediate issue, we will inform you within 1 hour of any action undertaken and any expected downtime.
All other scheduled maintenance will be communicated to you as to the start/end date/time/duration of the maintenance being undertaken. Should any maintenance extend beyond the expected and communicated duration, we will endeavour to inform you of this during the maintenance period.
Support Procedure
In the event of a problem, you shall promptly notify Referoo in writing (including email) of the problem. You may call Referoo to inform us of the problem with follow-up of notification in writing.
Referoo will acknowledge any issue reported by you and remedy the problem in accordance with the table below.
Response Time will be deemed to be complete when you have been informed of receipt of notified issue by email or in-app message.
| Level | Problem | Description | Response Time | Resolution Time |
|---|---|---|---|---|
| 1. | Urgent | Customer is unable to use the service resulting in an urgent impact on availability of reference checks and data. | Within two business hours. | Resolution of having a work around in place within one working day, or such other time as agreed between the parties |
| 2. | Major | Important features are not available to Customer to use. | Within four business hours | Resolution of have a work around in place within three working days, or such other time as agreed between the parties. |
| 3 | Minor | Customer is able to use some features, but with some restrictions to those features, however these are not critical to the overall operation of the application. | Within one working day. | Resolution of have a work around in place within five working days, or such other time as agreed between the parties. |
Support Hours
Referoo will provide Technical Support to you via in-app messaging, email and screen share sessions on weekdays during the hours of 8:00 am through 8:00 pm Australian Eastern Standard Time, with the exclusion of Federal Public Holidays (“Support Hours”).