This Service Level Agreement ("SLA") defines the service standards, response times and commitments that IVOAI (IVOAI Technologies Pty Ltd, ACN 698 504 184, ABN 50 856 845 860) provides to all clients. This SLA forms part of our Terms of Service.
1. Response times
All support requests are classified by priority. Our response times are measured from the time we become aware of the issue (either through automated monitoring or your report).
| Priority | Description | Response time | Example |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or major security breach | 1 hour | Device compromised, ransomware detected, complete system failure |
| P2 — High | Major feature impaired, workaround may exist | 4 hours | Email not working, backup failure, significant performance degradation |
| P3 — Medium | Minor feature impaired, non-urgent issue | 24 hours | Software installation request, printer issue, non-critical update needed |
| P4 — Low | General enquiry, minor request, cosmetic issue | 48 hours | Question about features, settings preference, general advice |
Business clients (KaaS Business and KaaS + SaL Business plans) receive priority handling — their P1 issues are treated with absolute priority.
2. Uptime commitment
- We target 99.5% uptime for our managed monitoring and maintenance services
- Uptime is measured monthly, excluding scheduled maintenance windows
- Scheduled maintenance is performed during low-usage hours with advance notice
3. What's included
Our managed IT service (KaaS) includes:
- 24/7 automated monitoring — continuous surveillance of device health, security status and performance
- Proactive maintenance — automated updates, patching and optimisation
- Security management — antivirus, firewall management, threat detection and AES-256 encryption
- Backup management — automated cloud backups with verification
- Monthly health reports — plain-English summaries of your device status
- Remote support — issue diagnosis and resolution via secure remote access
4. Exclusions
This SLA does not cover:
- Issues caused by third-party software, hardware or services not managed by IVOAI
- Problems resulting from actions taken against our advice or recommendations
- Force majeure events (natural disasters, power outages, internet provider failures)
- Scheduled maintenance periods (communicated in advance)
- Issues on devices not enrolled in your IVOAI plan
5. Escalation process
If you feel your issue isn't being resolved satisfactorily:
- Raise it through the BoB app or contact hello@ivoai.com.au
- Request escalation — your issue will be reviewed by senior staff
- If still unresolved, formal complaint procedures apply (see Terms of Service, Section 10)
6. Remedies
If we consistently fail to meet SLA targets over a billing period:
- You may be eligible for a pro-rata service credit on your next billing cycle
- Service credits are applied automatically when an SLA breach is confirmed
- Service credits are capped at one month's subscription fee per billing period
7. Reporting and transparency
- Monthly health reports include a summary of response times and incidents
- You can view your support history and response metrics in the BoB app
- We maintain internal logs for audit and continuous improvement purposes
8. Supported devices and platforms
- Operating systems: Windows, Linux, Android
- Device types: desktops, laptops, tablets, smartphones
- Specific device compatibility is assessed during your initial free audit
9. Governing law
This SLA is governed by the laws of South Australia and forms part of the Terms of Service.
10. Contact
For SLA-related queries or to report a breach:
- Email: hello@ivoai.com.au
- Through the BoB app