Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") is entered into by and between Peer 2 Peer IT Pty Ltd (ABN 55 668 013 072) ("Peer 2 Peer IT", "we", "us", or "Provider") and the client ("Client", "you", or "your") who has entered into a Managed Services Agreement or other service contract with us.

This SLA defines the service levels, response times, and support commitments that apply to our managed IT support services. This SLA should be read in conjunction with our Terms of Service and any specific Service Agreement between the parties.

This SLA is governed by the laws of New South Wales, Australia.

2. Definitions

• "Business Hours" means Monday to Friday, 8:00 AM to 6:00 PM Australian Eastern Time (AET/AEDT), excluding NSW public holidays.
• "After Hours" means any time outside of Business Hours.
• "Response Time" means the time between when an incident is reported and when a technician acknowledges and begins working on the issue.
• "Resolution Time" means the time between when an incident is reported and when the issue is resolved or a workaround is provided.
• "Incident" means any unplanned interruption to, or reduction in, the quality of an IT service.
• "Service Request" means a request for information, advice, a standard change, or access to an IT service.
• "Covered Systems" means the IT systems, devices, and services specifically identified in your Service Agreement as being covered under managed support.

3. Support Hours

3.1 Standard Support Hours

Our standard support desk operates during Business Hours:

• Days: Monday to Friday
• Hours: 8:00 AM to 6:00 PM (Australian Eastern Time)
• Exclusions: NSW public holidays

3.2 After-Hours Support

After-hours support is available for Priority 1 (Critical) incidents for clients with an after-hours support provision in their Service Agreement. After-hours support requests are subject to:

• After-hours service fees as specified in your Service Agreement
• Extended response times (see Section 5)
• Availability of on-call technicians

3.3 Public Holidays

Support is limited or unavailable on the following NSW public holidays:

• New Year's Day (1 January)
• Australia Day (26 January)
• Good Friday and Easter Monday
• Anzac Day (25 April)
• Queen's Birthday (second Monday in June)
• Bank Holiday (first Monday in August)
• Christmas Day (25 December)
• Boxing Day (26 December)

4. Incident Priority Levels

Incidents are classified into four priority levels based on business impact and urgency:

Priority 1 - Critical

Definition: Complete business stoppage or critical system failure affecting multiple users or core business functions.

Examples:

• Server or network outage affecting all users
• Complete email system failure
• Security breach or active cyber attack
• Critical application unavailable
• Complete loss of internet connectivity

Priority 2 - High

Definition: Major functionality impaired, significant business impact, no workaround available.

Examples:

• Key business application not functioning
• Multiple users unable to work
• Email delays or partial outage
• Significant performance degradation
• VPN or remote access failure

Priority 3 - Medium

Definition: Limited functionality impaired, workaround available, moderate business impact.

Examples:

• Single user unable to work
• Non-critical application issue
• Printer or peripheral malfunction
• Intermittent connectivity issues
• Software errors not affecting core functions

Priority 4 - Low

Definition: Minor issue or inconvenience, minimal business impact.

Examples:

• General questions or how-to requests
• Feature requests or enhancements
• Non-urgent software updates
• Documentation requests
• Cosmetic issues

5. Response Time Targets

We commit to the following response times for acknowledged incidents during Business Hours:

*After-hours response only available for clients with after-hours support in their Service Agreement.

6. Resolution Time Targets

We aim to resolve incidents within the following timeframes. Resolution times are measured during Business Hours unless after-hours support is included in your Agreement.

Note: Resolution times are targets, not guarantees. Complex issues, third-party dependencies, or situations requiring hardware replacement may extend resolution times. We will keep you informed of progress and expected completion for all open incidents.

7. Service Request Handling

Service requests (non-incident requests) are handled separately from incidents:

8. How to Report Issues

You can report incidents and service requests through the following channels:

• Phone: 1300 072 748 (for urgent Priority 1 issues)
• Email: info@p2pit.com.au
• Support Portal: Available to managed service clients

For Priority 1 (Critical) incidents, we strongly recommend calling our support line to ensure the fastest possible response.

8.1 Information Required

To help us respond efficiently, please provide:

• Your name and company name
• Contact phone number
• Affected user(s) and system(s)
• Description of the issue
• When the issue started
• Any error messages received
• Steps already taken to resolve
• Business impact and urgency

9. Escalation Procedures

If you are not satisfied with the progress of an incident, you may escalate through the following levels:

• Level 1 (Initial): Contact your assigned technician or the support desk
• Level 2 (Technical Escalation): Request escalation to a senior technician
• Level 3 (Management Escalation): Contact the Service Delivery Manager
• Level 4 (Executive Escalation): Contact the Director

Escalation contact details will be provided in your onboarding documentation or upon request.

10. Service Availability

10.1 Uptime Commitment

For systems directly managed and hosted by Peer 2 Peer IT, we target 99.5% availability during Business Hours, excluding:

• Scheduled maintenance windows (communicated in advance)
• Force majeure events
• Third-party service outages beyond our control
• Issues caused by Client actions or equipment

10.2 Scheduled Maintenance

We perform scheduled maintenance to ensure optimal system performance. Maintenance windows are typically:

• Standard maintenance: Weekends, 10:00 PM - 6:00 AM
• Emergency maintenance: As required with minimum 4 hours notice

We will notify you of planned maintenance affecting your services at least 48 hours in advance where possible, or 4 hours for emergency maintenance.

11. Performance Monitoring

We proactively monitor Covered Systems for:

• System availability and uptime
• Performance metrics and thresholds
• Security threats and vulnerabilities
• Backup success and failure
• Disk space and resource utilisation
• Software updates and patch status

Monitoring alerts are investigated and addressed according to the priority levels defined in this SLA, often before you are aware of an issue.

12. Reporting

We provide regular reporting on service performance:

• Monthly reports: Ticket summary, response times, resolution rates
• Quarterly reviews: Service performance review and recommendations
• Annual review: Strategic IT review and planning

Reports are provided to managed service clients as part of their service agreement. Additional reporting or custom reports may be available upon request.

13. Exclusions

This SLA does not apply to:

• Systems, devices, or software not covered under your Service Agreement
• Issues caused by Client modifications or unauthorised changes
• Third-party software or services not managed by us
• Internet connectivity issues at your premises (unless we provide connectivity services)
• Hardware failures requiring vendor warranty claims
• Issues caused by viruses, malware, or security breaches resulting from Client negligence
• Force majeure events
• Project work (governed by separate project agreements)

14. Client Responsibilities

To maintain SLA performance, you agree to:

• Provide timely access to systems, premises, and personnel
• Report issues promptly through designated channels
• Provide accurate information about issues and their impact
• Not make unauthorised changes to managed systems
• Maintain current contact information
• Participate in scheduled maintenance windows
• Ensure users follow IT policies and security best practices

15. Service Credits

If we fail to meet our SLA commitments for reasons within our control, you may be entitled to service credits as follows:

• Monthly uptime below 99%: 5% credit on monthly service fees
• Monthly uptime below 95%: 10% credit on monthly service fees
• Monthly uptime below 90%: 25% credit on monthly service fees

To claim service credits:

• Submit a request in writing within 30 days of the incident
• Credits apply to the next invoice only
• Maximum credit is 25% of monthly fees per month
• Credits do not apply to exclusions listed in Section 13

16. SLA Review and Amendment

This SLA will be reviewed annually or upon request by either party. Amendments to the SLA require mutual written agreement between the parties, except for minor updates which we may make with 30 days' notice.

17. Contact Information

For all support requests, escalations, and SLA-related queries:

Peer 2 Peer IT Pty Ltd
ABN: 55 668 013 072
Phone: 1300 072 748
Email: info@p2pit.com.au
Address: Sydney, NSW, Australia

For more information about our services, please visit our Services page or contact us for a consultation.