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SLA - Service Level Agreement

1. Terminology

“Anahata”, “We”, “Our” and “Us” refer to Anahata Technologies Pty Ltd ABN 95 141 502 230.
“Subscriber” means the person or entity who placed an order for Support
“Month” refers to a full calendar month i.e. January 1st to January 31st.

2. Coverage

This Service Level Agreement (SLA) applies to the Subscriber who holds an account with any of the support plans offered by Anahata.
This agreement sets out the minimum level of service that Anahata is required to meet and the corresponding penalties and compensation to the subscriber for not meeting such levels.
Our objective is to provide a continuously operating service that is well above the minimum levels specified.

3. System Uptime

The guaranteed up-time for the system is defined by the chosen support plan.
If the uptime of the system the Subscriber is hosted on falls below the specified level in any given calendar month, subscribers are entitled to a % monthly credit.
The credit will be calculated based on the monthly support charge as specified in the chosen support plan.

4. Incident Response Times

The guaranteed maximum response time is defined by the chosen support plan.
If on a given incident, the response time is greater than the specified level in any given calendar month, subscribers are entitled to a % monthly credit.
The credit will be calculated based on the monthly support charge as specified in the chosen support plan.

5. Backup Policy

The backup policy for the system is defined by the chosen support plan.
If a data backup within the agreed retention period and frequency specified in the support plan was not available upon request, subscribers are entitled to a % monthly credit.
The credit will be calculated based on the monthly support charge as specified in the chosen support plan.

6. Compensation Request

In order to receive support compensation, the subscriber must lodge a request through any of the channels specified on the Support page.
Each request for compensation must include:
- The dates and times of the unavailability of the Subscriber’s service for System Uptime incidents
- The incident and response time for response time incidents.
- The date and time of the requested backup that was not available for backup incidents

Compensation requests must be received by Anahata within 30 days of the incident.

7. Scheduled outages

Any scheduled outages will not incur a breach in any of the aspects of this Service Level Agreement and are therefore not eligible for compensation request.
Scheduled outages from a hosting provider or network carrier are not within the scope of this Service Level Agreement and are therefore not eligible for compensation request.
From time to time, application upgrades to the system developed, hardware and/or underlying software will be required. Where possible, such upgrades will be performed outside of customer business hours. Subscriber’s will be notified as far as practicable in advance of such upgrades.
Where practical, consideration will be given to subscribers’ input as to preferred times for scheduled outages to take place.
All scheduled outages will be communicated through e-mail. The e-mail will include the scheduled date of the outage, the scheduled commencement time & finish time of the outage and the reason for the outage.