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Effective Date: 01 July 2026

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1. Uptime Commitment

We guarantee 99.5% uptime for the core ShiftSheet service, measured monthly. This excludes scheduled maintenance windows (with reasonable advance notice where possible).

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2. Support Availability

  • Critical issues: 24/7 support is available.
  • Business Hours: 9:00 am – 5:00 pm AEST, Monday to Friday.
  • Priority Response Window: 11:00 am – 6:00 pm AEST, Monday to Friday (for 1-hour response commitments).

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3. Support Channels

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4. Issue Severity Levels & Response Targets

Note: Business hours for response targets are based on 9:00 am – 5:00 pm AEST unless otherwise specified. Critical issues always receive 24/7 priority.

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5. Service Credits (if applicable)

If we fail to meet the 99.5% uptime guarantee in a given month, you may be eligible for service credits (typically 10% of that month’s fees), subject to our standard terms and conditions.