Service Level Agreement

1. Overview

OneBookPlus (ABN 17 971 013 775) provides its platform on a software-as-a-service (SaaS) basis. This Service Level Agreement ("SLA") sets out the availability and support response levels we aim to deliver. The targets below are commitments to our operating practice; they are not absolute warranties, and nothing in this SLA limits any rights you have under the Australian Consumer Law (ACL).

2. Uptime Target

• We target 99.9% monthly availability of the core platform, measured per calendar month. This is a target we engineer and operate toward, not a guarantee that the service will never be unavailable.
• "Availability" means the core application is reachable and able to serve authenticated requests. It is measured against total minutes in the month, excluding the periods listed under Exclusions below.
• Brief degradations, individual feature interruptions, and issues confined to optional App Marketplace add-ons or third-party integrations are assessed separately from core platform availability.

3. Support Response Targets

Support is provided by email at hello@onebookplus.com.au. We aim to acknowledge requests within the response targets below, measured during our standard business hours (Monday to Friday, 9:00am to 5:00pm AEST/AEDT, excluding Victorian public holidays). Response time is the time to a first human acknowledgement, not a guaranteed time to full resolution. These targets are the same on every plan, including the free one: there is no priority queue and no paid support tier, so a free account and a Growth account reach the same person.

• Severity 1, Critical: the core platform is down or unusable for most users, with no reasonable workaround. Target first response: within 4 business hours.
• Severity 2, High: a major feature is significantly impaired, but a workaround exists or the impact is limited. Target first response: within 1 business day.
• Severity 3, Normal: a minor issue, question, or feature request with limited operational impact. Target first response: within 2 business days.

We triage and assign severity in good faith based on the information provided. Faster response on urgent issues is helped greatly by a clear description and reproduction steps.

4. Scheduled Maintenance

• We perform routine maintenance and deploy updates regularly. Most updates are released with no expected downtime.
• Where maintenance is expected to cause an interruption, we aim to schedule it during off-peak hours and to give reasonable advance notice via email or an in-platform notice.
• Time spent on scheduled maintenance that has been notified in advance is excluded from the uptime measurement in Section 2.
• In rare cases we may need to perform urgent, unscheduled maintenance to protect security or data integrity. We will aim to communicate promptly when this happens.

5. Exclusions

The uptime target does not apply to unavailability caused by:

• Scheduled or notified maintenance windows (Section 4)
• Factors outside our reasonable control, including failures of third-party providers (such as hosting, payment processing, email delivery, or government systems), internet or network outages, and force-majeure events
• Optional App Marketplace add-ons or third-party integrations, which depend on external services and are assessed separately from core platform availability
• Your own network, device, browser, or configuration issues
• Suspension or restriction of your account in accordance with the Terms of Service
• Misuse of the service, or use in a manner not permitted by the Terms

6. Reporting Issues

• Report incidents and support requests by email to hello@onebookplus.com.au.
• To help us respond quickly, please include: what you were doing, what happened, the time it occurred, any error messages, and steps to reproduce the issue.
• Our response targets begin from the time a request is received during business hours. A request received outside business hours is treated as received at the start of the next business day.

7. Remedies

If we materially miss the availability target in a given month due to a fault within our reasonable control, we will work in good faith with affected customers to put things right. Where we miss the availability target due to a fault within our reasonable control, the service credits below are the standard remedy.

Service credits. If Monthly Uptime falls below the 99.9% target in a given calendar month, you may claim a service credit calculated as a percentage of the fees you paid for the affected service in that month:

• 99.0% to below 99.9%: 10% credit
• 95.0% to below 99.0%: 25% credit
• Below 95.0%: 50% credit

To claim, contact support within 30 days of the end of the affected month with the dates and times of the disruption. Approved credits are applied to a future invoice, are not redeemable for cash, and, to the maximum extent permitted by law, are your sole and exclusive remedy for a failure to meet the availability target. Credits do not apply to downtime caused by scheduled maintenance, factors outside our reasonable control (including force majeure and third-party networks, hosting, or providers), or your own acts or omissions.

Nothing in this SLA excludes, restricts, or modifies any guarantee, right, or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

8. Changes to this SLA

We may update this SLA from time to time. The version stamp at the top of this page reflects the current version. Where changes are material, we will aim to notify customers via email or an in-platform notice.

9. Contact

Questions about this SLA? Contact us at hello@onebookplus.com.au.