SERVICE LEVELS

Service Level Summary

Our availability target and support response commitments.

DRAFT · PENDING LEGAL REVIEWLast updated: 6 July 2026Version: v0.9

These are general terms for the ASE Operational Reliability Platform. The specific conditions of service are finalised with each customer in a signed Order Form, which prevails where it differs from these terms.

This Service Level Summary describes our availability target and support response targets for the ASE Operational Reliability Platform. It supplements, and is subject to, our Terms of Service.

1.Availability target

We target 99.5% Platform uptime per calendar month, excluding scheduled maintenance announced at least 48 hours in advance.

How uptime is measured

"Downtime" means a sustained period in which the core Platform is unavailable to the Customer, as measured by our monitoring. Downtime excludes: scheduled maintenance (notified 48h ahead); issues caused by factors outside our reasonable control or by third-party infrastructure outages; the Customer's own network or equipment; and suspension under the Terms.

2.Support

Support is provided by email at info@agilesolutionsengineers.com.au during business hours (AWST, Perth time).

Response targets (time to first meaningful response)

Critical (Platform down / unusable): 4 business hours
High (major feature impaired): 1 business day
Normal (general questions, minor issues): 2 business days

Response targets are the time to first meaningful response, not guaranteed resolution times.

3.Service credits

At this subscription tier there are no financial service credits. Remedies are as set out in the Terms of Service.