SLA
Service Level Agreement
General
This Service Level Agreement (“SLA”) sets out the service level and performance standards for the Services and Support Services provided by Gometa to you under the Gometa Terms and Conditions (“the Subscription Agreement”). Unless specifically defined in this SLA, terms defined in the Subscription Agreement will apply.
This SLA applies to all editions of the Services offered by Gometa.
Scope
This SLA covers the Services, their guaranteed uptime, and our response to Level 2 support provided directly by Gometa. Please refer to your agreement with your Service Partner for Level 1 Support. Level 3 support, provided by third-party platforms like Microsoft, is outside the scope of this agreement.
Customer Requirements
To rely on this SLA, you must:
• Have paid all subscription fees as agreed in the Subscription Agreement.
• Comply with the Subscription Agreement.
Make your representatives reasonably available when resolving a service-related incident or request.
Dates and Reviews
This SLA begins on the Commencement Date of the Subscription Agreement. If a subscription is renewed, the version of this SLA current at the time of renewal will apply throughout the renewal term. We will provide at least 90 days’ notice for any material changes to this SLA.
SLA Exclusions
This SLA and any applicable service levels do not apply to performance or availability issues:
• Due to factors outside our reasonable control (e.g., network or device failures external to our data centres, including at your site or between your site and the Gometa Services).
• Resulting from your use of hardware, software, or services not provided by us as part of the Services (e.g., customisations developed by third parties).
• Due to your use of the Services in a manner inconsistent with the features or Gometa’s published documentation or guidance.
• Resulting from faulty input, instructions, or arguments (e.g., requests to access non-existent files).
• Caused by your use of the Services after we advised you to modify your usage.
• Due to operations exceeding prescribed quotas or throttling of suspected abusive behaviour.
• Attributable to unauthorised access by persons using your Login Credentials or equipment.
Guaranteed Uptime
Gometa guarantees a 99.5% uptime for all customers, calculated every month.
If uptime falls below 99.5% in any calendar month, you are entitled, upon request within 30 days of the end of the month and based on our records, to a credit as follows:
• Less than 99.5% but more than or equal to 99.0%: 25% credit of one month’s charge
• Less than 99.0% but more than or equal to 95.0%: 50% credit of one month’s charge
• Less than 95.0%: 100% credit of one month’s charge
Support Availability
Level 2 support services will be available on all business days, excluding public holidays in Victoria, Australia. Please begin your support queries with Level 1 Support from your Service Partner or your internal IT support.
If your IT partner cannot provide a resolution, Level 2 support is provided by Gometa as follows:
• Learning and support materials are available through Gometa Learning.
• For Level 2 support, your IT partner can raise a support ticket with Gometa via support@gometa.com.au. We aim to respond within 48 hours during business hours of 8:30 am to 5:00 pm (AEST), Monday to Friday. Emails received outside these hours will be collected, but no action can be guaranteed until the next working day.
For issues related to third-party platforms like Microsoft, the Gometa Support team will escalate and handle these issues at no extra charge.
If a support request involves setup, training, or usability, Gometa will charge $250 per hour (ex. GST) during business hours.
Support Service Requests
We will respond to service-related incidents or requests as follows:
• Critical Issues: 1 hour response time (system down, major failure)
• High Priority Issues: 2-4 hours response time (high urgency, high impact)
• Medium Priority Issues: Within 24 hours response time (urgent but limited impact)
• Low Priority Issues: Within 48 hours response time (non-urgent, low impact)
Remote assistance will be provided according to the priority level of the request.
Item Classifications:
• Critical: System down, data corruption, or inability to complete essential business processes. Response time: 1 hour.
• High Priority: High urgency/high impact issues affecting large portions of your business. Response time: 2-4 hours.
• Medium Priority: High urgency/low impact or low urgency/high impact. Response time: Within 24 hours.
• Low Priority: ‘Business as usual’ activities, such as training or clarification on a function. Response time: Within 48 hours.
Escalation Procedures
Upon notification of a Critical Level 2 Support issue, the problem will be immediately escalated to the appropriate personnel. We will determine the severity level and keep you informed via email, phone, or the Gometa Support portal.
Definitions
• Level 1 Support: Support for issues resolved through configuration or data changes by you or your Service Partner.
• Level 2 Support: Support for issues requiring a code change by Gometa.
• Level 3 Support: Support for issues resolved by third-party providers (e.g., Microsoft).
• Service Partner: The business providing your day-to-day support, typically the reseller from whom you purchased Gometa’s Services.
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