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Curio standard service level agreement

This service level agreement (SLA) sets out how Curio supports the digital products, hosted platforms and technology-enabled services we deliver.

Your Master Services Agreement (MSA) or Statement of Work (SOW) may vary these terms. Where it does, the MSA or SOW applies.

Services covered

Depending on your agreement, our services may include:

  • hosting websites and digital tools
  • system configuration, deployment and monitoring
  • technical and user support
  • maintenance and patching
  • data backups and disaster recovery
  • performance tracking and reporting

Definitions

Term Meaning
Business hours 9am to 5pm AEST, Monday to Friday, excluding public holidays and Curio closures
Incident An event that disrupts or degrades service
Response time Time to acknowledge an incident
Resolution time Time to resolve an incident
Scheduled downtime Planned maintenance with prior notice
Support hours Business hours, unless otherwise agreed

Service levels

We target 99.9% monthly uptime.

Severity Example Response time
1. Critical Full system outage Within 2 business hours
2. Major A major issue affecting many users Within 12 hours
3. Minor Limited impact Within 48 hours
4. Scheduled Enhancements or changes By agreement

Resolution times depend on severity and are set out in your agreement.

How to reach us

We can arrange helpdesk access for larger projects.

Maintenance windows

We schedule maintenance for Sundays, 8am to 12pm AEST, and give you 14 days' notice.

Security and data protection

  • We comply with Australian privacy law and ISO/IEC 27701:2019.
  • We encrypt all stored and transmitted data.
  • We take daily encrypted backups, stored in Australia for 30 days.
  • We notify you of security incidents within 24 hours.
  • We use secure authentication.

Reporting and review

On request, or as your SOW sets out, we provide quarterly reports on uptime, support activity, usage and capacity, and maintenance. We can also hold quarterly SLA reviews.

Service credits

If we miss a service level, such as uptime below 99.9%, you may be eligible for service credits or other remedies agreed in your SOW or MSA.

Your responsibilities

To help us deliver, please:

  • give us timely access to systems and people
  • keep your contact details up to date
  • use the support channels above
  • tell us about changes that could affect the service

Changes, disputes and termination

Changes to this SLA or the service scope need written agreement from both parties, after we assess feasibility, risk and impact. Each party nominates a contact for disputes. If they can't resolve a dispute in 14 days, it goes to executives, then to the process in your MSA. This SLA runs for the term of your contract and ends under the terms of that contract.