Legal
Service Level Agreement
Effective date: 1 April 2026 · Version 1.0
This Service Level Agreement (“SLA”) sets out the availability commitments, maintenance practices, incident response obligations, and service credit entitlements that apply to all RedRock Systems customers under an active subscription. This SLA forms part of the Terms of Service.
Uptime Commitment
RedRock Systems targets 99.5% monthly availability for the Services, measured as:
Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
“Downtime” means a period during which the Services are completely unavailable or core features are materially inaccessible to all users, as confirmed by our monitoring systems. Downtime does not include:
- Scheduled maintenance windows (with at least 48 hours' advance notice)
- Unavailability caused by the Customer's own systems, network, or actions
- Unavailability caused by third-party service outages outside RedRock Systems' reasonable control (e.g., AWS, Vercel, or Stripe outages)
- Force majeure events as defined in the Terms of Service
- Periods of degraded (not zero) performance that do not prevent core functionality
Scheduled Maintenance
RedRock Systems will provide at least 48 hours’ advance notice of any scheduled maintenance that may affect service availability. Notices will be provided via:
- Email to the Customer's registered account email address
- A status notice on our website
Where operationally practicable, scheduled maintenance will be performed outside of Australian Eastern Standard Time (AEST) business hours — that is, before 08:00 or after 18:00 AEST Monday to Friday, or on weekends.
Emergency maintenance required to address an active security threat or prevent data loss may be performed without advance notice. We will communicate the reason and expected duration as quickly as possible when emergency maintenance occurs.
Incident Response
When an incident is reported or detected, RedRock Systems will acknowledge and begin investigating within the following response time targets:
| Severity | Definition | Response Target |
|---|---|---|
| Critical | Service completely unavailable or data loss in progress | 1 hour |
| High | Core functionality severely degraded; significant business impact | 4 hours |
| Medium | Non-critical feature unavailable; workaround available | 1 business day |
| Low | Minor issue or cosmetic defect with minimal business impact | 3 business days |
Response times represent the time to initial acknowledgement and assignment, not resolution. Resolution time will depend on the nature and complexity of the incident. We will provide updates at least every 2 hours for Critical incidents and every 4 hours for High incidents until resolved.
To report an incident, email hello@redrocksystems.com.au with “[INCIDENT]” in the subject line.
Service Credits
If monthly availability falls below the 99.5% target due to reasons within RedRock Systems’ control, the Customer is entitled to a service credit applied to the next billing period:
| Monthly Availability | Service Credit |
|---|---|
| 99.4% – 99.5% | 5% of monthly fee |
| 99.3% – 99.4% | 10% of monthly fee |
| 99.2% – 99.3% | 15% of monthly fee |
| Below 99.2% | 5% per additional 0.1% below, up to 30% cap |
Service credits are capped at 30% of the Customer’s monthly feefor the affected month. Credits are the Customer’s sole and exclusive remedy for availability failures, except as otherwise required by law.
To claim a service credit, the Customer must submit a written request to hello@redrocksystems.com.au within 30 days of the end of the affected month. Credits are not transferable and have no cash value.
Monitoring and Reporting
RedRock Systems operates automated uptime monitoring with checks at regular intervals. Monitoring covers:
- Application availability at primary endpoints
- Database connectivity and response times
- API endpoint health checks
A public status page is maintained to communicate real-time and historical availability information. Monthly availability reports are available on request to customers with an active subscription.
Exclusions
The following are excluded from availability calculations and are not eligible for service credits:
- Scheduled maintenance windows for which at least 48 hours' notice was provided
- Downtime caused by the Customer's configuration, third-party integrations, or actions of the Customer's users
- Downtime caused by outages of upstream infrastructure providers (AWS, Vercel, Stripe, Resend) where the outage is not caused by RedRock Systems' configuration
- Force majeure events (natural disaster, government action, war, pandemic, power grid failure, internet backbone outage)
- Periods of unavailability caused by DDoS attacks where RedRock Systems is taking reasonable steps to mitigate
- Downtime occurring during a free trial period
- Downtime experienced by individual users resulting from local network or device issues
Changes to This SLA
RedRock Systems may modify this SLA from time to time. We will notify Customers of material changes at least 30 days in advance via email. Your continued use of the Services after the effective date of a change constitutes acceptance of the updated SLA.
REDROCK SYSTEMS PTY LTD · ABN 53 696 760 433 · ACN 696 760 433 · Australia · hello@redrocksystems.com.au