> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shiftsheet.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement (SLA)

> Our uptime commitment, support availability, and response targets.

**Effective Date:** 01 July 2026

## 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).

## 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).

## 3. Support Channels

* Email: [support@shiftsheet.io](mailto:support@shiftsheet.io)
* Public Forum: [https://shiftsheet.io/community](https://shiftsheet.io/community)
* Helpdesk Phone:
  * Australia: (03) 4428 8314
  * Philippines: (+63) 967 165 5564

## 4. Issue Severity Levels & Response Targets

| Severity       | Description                                                          | Initial Response Target     | Resolution Target                      |
| -------------- | -------------------------------------------------------------------- | --------------------------- | -------------------------------------- |
| **Critical**   | Production system down or major functionality completely unavailable | Within **1 hour** (24/7)    | Best effort – target next business day |
| **High**       | Significant degradation affecting multiple users                     | Within **4 business hours** | Within **2 business days**             |
| **Medium/Low** | General questions, minor issues, feature requests                    | Within **1 business day**   | As soon as reasonably practicable      |

**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.

## 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.