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Curio Service Level Agreement (Standard)

This Service Level Agreement (SLA) outlines the commitment between Curio and its clients to deliver and support digital products, hosted platforms, and technology-enabled services. It defines service scope, response and resolution times, performance metrics, and support channels.

Service Level Agreement (SLA) Overview

1. Introduction / Purpose

This SLA defines the commitment between Curio Group Pty Ltd ("Curio") and its Client regarding the delivery, support, and maintenance of technology-enabled services. These services include (but are not limited to) digital products, hosted websites, learning platforms, and tools.

The SLA establishes expectations for:

  • Service levels

  • Roles and responsibilities

  • Support arrangements

  • Performance standards

Note: This SLA may be governed by a Master Services Agreement (MSA) or Statement of Work (SOW).

2. Definitions and Terminology

  • Business Hours: 9:00am to 5:00pm 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: Typically Business Hours, unless otherwise agreed

3. Scope of Services

Curio provides a range of services, which may include:

  • Hosting of websites and digital tools

  • System configuration, deployment, and monitoring

  • Technical and user support

  • Maintenance and patch management

  • Data backups and disaster recovery

  • Performance tracking and reporting

The exact services covered will be specified in the agreement, SOW, or MSA.

4. Service Performance Metrics

Curio monitors services using automated and manual tools to ensure quality. Key performance indicators include:

Metric Target
System Uptime 99.9% monthly uptime
Critical Incident Response Within 2 hours (Business Hours)
Major Incident Response Within 12 hours
Minor Incident Response Within 48 hours
Resolution Time Based on severity (see Section 5)
 

5. Support and Maintenance

Severity Levels

  • Level 1 (Critical): Full system outage. Response within 2 hours.

  • Level 2 (Major): Major issue affecting many users. Response within 12 hours.

  • Level 3 (Minor): Limited impact. Response within 48 hours.

  • Level 4 (Scheduled): Enhancements or changes by agreement.

Support Channels

Helpdesk access may be arranged for larger projects.

Maintenance Windows

  • Scheduled for Sundays, 8am–12pm AEST

  • 14 days' advance notice provided

6. Security and Data Protection

Curio applies rigorous security standards, including:

  • Compliance with Australian Privacy Law and ISO/IEC 27701:2019

  • Encryption of all stored and transmitted data

  • Daily encrypted backups stored in Australia for 30 days

  • Incident notification within 24 hours

  • Secure authentication protocols

7. Reporting and Review

Quarterly reports are provided (on request or per SOW) and include:

  • Uptime and availability

  • Support activity

  • Usage and capacity data

  • Maintenance updates

SLA performance reviews can be scheduled quarterly.

8. Penalties / Service Credits

If Curio fails to meet defined service levels (e.g. uptime below 99.9%), the Client may be eligible for:

  • Service credits

  • Alternative remedies

These must be agreed upon in the SOW or MSA.

9. Client Responsibilities

To ensure successful service delivery, the Client must:

  • Provide timely access to systems and people

  • Keep contact information updated

  • Use designated support channels

  • Inform Curio of any service-affecting changes

10. Change Management

All changes to this SLA or service scope require:

  • Written agreement by both parties

  • Assessment of feasibility, risk, and impact

11. Dispute Resolution

Disputes will be addressed by:

  1. Designated contacts from each party

  2. Escalation to executives if unresolved in 14 days

  3. Dispute process as defined in the MSA

12. Termination

This SLA remains valid for the duration specified in the relevant contract. Termination follows the provisions in the overarching agreement.

Let me know if you'd like this reformatted into a specific platform (like Zendesk, Intercom, or a Markdown file for Confluence or GitBook).