Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") defines the service commitments that Smartplace Pty Ltd, trading as Smartta AI ("Smartta AI") provides to its customers for the Smartta workforce management platform. This SLA is incorporated by reference into your service agreement with Smartta AI.

2. Service Availability

2.1 Uptime Measurement

• Measurement Period: Calendar month (AEST timezone)
• Success Criteria: HTTP 200 response from the primary application endpoint
• Measurement Method: Smartta AI's internal monitoring systems

2.2 Planned Maintenance

• Scheduled maintenance windows are excluded from uptime calculations
• Maintenance is scheduled during low-usage periods where possible (typically weekday evenings or weekends AEST)
• Customers will receive at least 24 hours advance notice for scheduled maintenance
• Emergency maintenance may be performed without advance notice where required to address security or stability issues

3. Performance Targets

3.1 Infrastructure

• Hosting: Amazon Web Services (AWS) ap-southeast-2 (Sydney) region
• Compute: EC2-based application hosting
• Database: CouchDB with scheduled backups
• Network: Nginx reverse proxy with TLS termination

4. Support

4.1 Support Details

• Business Hours: Monday–Friday, 8:30am–5:00pm AEST, excluding Australian public holidays
• Support Channel: Email to support@smartplace.ai
• Escalation: Unresolved issues may be escalated to engineering by contacting your account representative

Response times are targets measured from receipt of the support request during business hours. Requests received outside business hours are treated as received at the start of the next business day.

5. Data Backup and Recovery

5.1 Backup Practices

• Frequency: Daily automated backups of all customer databases
• Retention: 30 days of backup history
• Storage: Backups stored in AWS S3 in the ap-southeast-2 (Sydney) region
• Encryption: All backups encrypted at rest using AES-256

5.2 Recovery Objectives

Recovery objectives are best-effort targets. Smartta AI will use commercially reasonable efforts to restore service within the timeframes above.

6. Security

6.1 Current Security Measures

• Encryption in Transit: All data encrypted with TLS 1.2 or higher
• Encryption at Rest: Customer data encrypted at rest using AES-256 via AWS
• Access Control: Role-based access control (RBAC) and principle of least privilege for production systems
• Authentication: Multi-factor authentication supported; OAuth 2.0 and SAML 2.0 SSO available
• Network Security: AWS Virtual Private Cloud (VPC) with security groups
• Vulnerability Management: Automated dependency scanning via GitHub Dependabot

6.2 Compliance Roadmap

Smartta AI is actively working towards the following certifications and audits. These items are in progress and are not yet achieved:

• SOC 2 Type II: Compliance program in progress via Vanta. Audit not yet commenced
• ISO 27001: On roadmap. ISMS documentation in development
• Penetration Testing: Planned for 2026. Not yet performed

Smartta AI will notify customers when certifications are achieved and reports become available.

6.3 Applicable Laws

Smartta AI processes data in accordance with:

• Australian Privacy Act 1988 and Australian Privacy Principles (APPs)
• Fair Work Act 2009 (for workforce management features)

Data processing details are governed by the Data Processing Agreement.

6.4 Incident Notification

In the event of a confirmed security breach affecting Customer Data, Smartta AI will notify affected customers without undue delay and in any event within 72 hours of confirmation, in accordance with the Data Processing Agreement and the Notifiable Data Breaches scheme under the Privacy Act 1988.

7. Service Credits

7.1 Eligibility

If Smartta AI fails to meet the 99.5% monthly uptime target, Customer may request a service credit:

7.2 Credit Process

1. Customer must submit a credit request in writing within 30 days of the affected month
2. Request must include the dates and times of the claimed unavailability
3. Smartta AI will review the request and respond within 15 business days
4. Approved credits are applied to the next invoice. Credits are not redeemable for cash
5. Maximum total credits per month: 25% of that month's subscription fee

7.3 Exclusions

Service credits do not apply to:

• Free tier, trial, or beta accounts
• One-time or implementation fees
• Resold Services (including NoahFace) — governed by separate third-party terms
• Events excluded from uptime calculations under Section 2

8. Limitations

8.1 Scope

This SLA applies only to the Smartta platform (Native Services). It does not apply to:

• Resold Services (including NoahFace), which are subject to the applicable Resold Service Addendum
• Third-party integrations (Xero, MYOB, KeyPay, etc.)
• Customer-managed hardware, devices, or network infrastructure
• Beta Services or features designated as preview or experimental

8.2 Sole Remedy

Service credits under Section 7 are Customer's sole and exclusive remedy for any failure by Smartta AI to meet the uptime target. Service credits do not limit or affect any other rights or remedies under the Master Platform Agreement.

9. SLA Updates

Smartta AI may update this SLA from time to time. Material changes will be communicated to customers at least 30 days in advance. Continued use of the Service after the effective date of changes constitutes acceptance of the updated SLA.

10. Related Documents

• Master Platform Agreement
• Data Processing Agreement
• Privacy Policy
• Acceptable Use Policy