Strata Help Desk — Master Services Agreement
Version: 1.0 | Applies from: Commencement Date
This Schedule sets out the service levels, availability commitments, maintenance windows, support tiers, and service credit regime that apply during the Term. Capitalised terms have the meaning given in the MSA body.
The Provider commits to maintaining System availability of 99.5% Uptime measured monthly (the "Uptime Commitment"), calculated as:
Unplanned Downtime is defined as any period exceeding five (5) consecutive minutes during which the System is wholly unavailable to authenticated Users — measured from when the Provider's monitoring first records an outage to when the Provider confirms restoration.
The following are excluded from Unplanned Downtime and do not count against the Uptime Commitment:
Uptime is measured by the Provider's internal monitoring system. The Provider will provide a summary of monthly uptime on written request by the Subscriber. The Subscriber may use independent monitoring tools to verify availability, provided those tools do not place unreasonable load on the System.
The Provider may perform scheduled maintenance (including database migrations, platform upgrades, and security patches) during the following windows without triggering a breach of the Uptime Commitment:
| Window | Time | Typical Duration | Notice Required |
|---|---|---|---|
| Standard | Sunday 2:00 AM – 5:00 AM AEST/AEDT | Up to 90 minutes | 48 hours advance notice by email |
| Emergency Security Patch | Any time | Up to 30 minutes | As soon as practicable; post-incident report within 24 hours |
If planned maintenance will exceed the Standard Window, the Provider will give 7 days' notice and confirm the extended duration.
The Provider's hosting platform (DigitalOcean App Platform) may perform infrastructure maintenance from time to time. The Provider will use reasonable endeavours to schedule such maintenance to align with Standard Maintenance Windows, but cannot guarantee complete control over platform-level events. These events are excluded from Unplanned Downtime under section B1.2 where they are outside the Provider's reasonable control.
Support is provided via the following channels, listed in order of preference:
| Channel | Details | Availability |
|---|---|---|
| [email protected] | 24/7 submission; responded within support hours | |
| In-System Help | Help panel (?) icon; contextual guides; /docs/ guide index | Always available; self-service |
| Telephone | Available on request for Critical incidents and onboarding | During standard support hours only |
Monday to Friday, 9:00 AM – 5:00 PM AEST/AEDT, excluding Queensland public holidays.
Support requests submitted outside standard hours will be acknowledged and triaged on the next Business Day, except for Critical incidents which are handled as described in section B4.1.
The following are not included in standard support and are subject to Professional Services fees under Schedule D:
All support requests are classified by the Provider as one of four priority levels. Response times commence from when the Provider first receives a properly lodged support request during standard support hours (except Critical — see B4.1).
| Priority | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| Critical | System wholly unavailable; data loss or corruption; security breach. Total loss of service for all Users. | 1 Business Hour (24/7) | 4 Business Hours or workaround |
| High | Core feature unavailable or severely degraded for a material subset of Users. No acceptable workaround. | 4 Business Hours | 1 Business Day or workaround |
| Medium | Non-critical feature impaired; workaround exists. System usable for core operations. | 1 Business Day | 5 Business Days |
| Low | Minor issues, cosmetic defects, enhancement requests, general questions, documentation updates. | 2 Business Days | Next scheduled release or by agreement |
For Critical incidents:
"Resolved" means the System (or affected feature) is restored to normal operation, or a documented workaround accepted by the Subscriber is in place. Where the Subscriber does not respond to a resolution confirmation request within 2 Business Days, the incident is deemed resolved.
If the Provider fails to meet the Uptime Commitment in any calendar month, the Subscriber is entitled to a service credit applied against the following month's Subscription Fee, calculated as:
| Monthly Uptime Achieved | Credit Rate |
|---|---|
| 99.5% or above | Nil — Uptime Commitment met |
| 99.0% – 99.49% | 10% of Monthly Subscription Fee |
| 98.0% – 98.99% | 20% of Monthly Subscription Fee |
| Below 98.0% | 30% of Monthly Subscription Fee |
Service credits are capped at 30% of the affected month's Subscription Fee. Credits are the Subscriber's sole financial remedy for availability failures. They do not constitute an admission of fault and cannot be exchanged for cash.
To claim a service credit, the Subscriber must submit a written request by email to [email protected] within 14 days of the end of the affected month. The Provider will review the request against monitoring records and issue a credit note or apply the credit to the next invoice within 10 Business Days of the validated claim.
The Provider maintains automated daily backups of the production database. Backup retention is a minimum of 7 days of point-in-time snapshots. Backups are stored on DigitalOcean infrastructure and are encrypted at rest.
| Objective | Target | Notes |
|---|---|---|
| Recovery Point Objective (RPO) | 24 hours | Maximum data loss window in a catastrophic failure |
| Recovery Time Objective (RTO) | 4 hours | Target time to restore service after confirmed data loss event |
The Provider will notify the Subscriber within 2 hours of confirming a data loss event that requires backup restoration. The RTO commences from the Provider's written confirmation that restoration is underway.
Uploaded files (documents, images, PDF records) are stored in DigitalOcean Spaces (object storage). DigitalOcean Spaces provides 99.99% durability via multi-region replication. The Provider does not maintain a separate secondary backup of Spaces content.
The Subscriber may request a specific backup restoration for the purposes of recovering data lost due to accidental User deletion. Such requests are treated as Professional Services engagements under Schedule D and billed at the applicable hourly rate. The Provider will assess feasibility and provide an estimate before proceeding.
In the event of a Notifiable Data Breach involving Subscriber Data (as defined under the Privacy Act 1988 (Cth) and the Notifiable Data Breaches scheme), the Provider will:
The Subscriber, as data controller for Subscriber Data, remains responsible for determining whether a Notifiable Data Breach has occurred, and for any notification to affected individuals and the OAIC. See clause 14.5 of the MSA and the Privacy Policy for full details.
The Provider will apply critical security patches within 48 hours of a confirmed critical vulnerability in the System's dependencies or infrastructure. The Provider will notify the Subscriber of any material security patches applied outside the Standard Maintenance Window as soon as practicable after deployment.
The service levels in this Schedule may be reviewed by the Provider annually, with any material changes subject to 30 days' written notice to the Subscriber. The Subscriber may request a schedule review at any time by written request. Any agreed changes must be executed as a Schedule amendment signed by both parties.
Schedule B — Service Levels & Support v1.0 | Part of the Strata Help Desk Master Services Agreement | MSA Body | Schedule A | Schedule C | Schedule D