Legal
Service Level Agreement
Service Level Agreement (SLA)
Last updated: February 2026
This Service Level Agreement (“SLA”) describes the service commitments for InfoSeed’s managed services.
Service Availability
- Target Uptime: 99.5% monthly availability
- Measurement Period: Calendar month
- Maintenance Windows: Scheduled maintenance communicated 48 hours in advance
Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Assistant fully offline | Within 2 hours |
| High | Degraded performance | Within 4 hours |
| Standard | Configuration changes | Within 1 business day |
| Low | Feature requests | Within 5 business days |
Reporting
- Monthly performance reports included with all tiers
- Reports delivered within 5 business days of month end
- Additional service reviews are included only where stated in the agreed scope
Support Hours
- Business hours support: Monday–Friday, 9am–5pm AEST
- Critical issue support: 7 days, 8am–8pm AEST
- Email: hello@infoseed.com.au
Exclusions
This SLA does not apply to:
- Issues caused by factors outside our reasonable control
- Scheduled maintenance windows
- Free pilot periods (best-effort support applies)
Changes
We may update this SLA from time to time. Current version is always available on this page.
For questions about this SLA, contact us at hello@infoseed.com.au.