Support SLA
Contents
0. Scope
This SLA covers the support that comes with a paid livewells Subscription. It is part of the livewells subscription terms by reference. It applies only while the Subscription is current. While an account is suspended, the response target in clause 1 does not apply. The exception is a written request for an export (clause 7.3 of the subscription terms) sent to support@livewells.io, which we answer by the next business day.
It is a support SLA: a commitment to respond and to work a fault. It is not an availability SLA for the Service. The subscription terms state no availability target and no service credit.
The response window is a published target and is not a contractual service level. No service credit or refund applies to a missed target on a ticket. We owe you the guarantee of due care and skill in the services that we supply, and this SLA does not exclude it.
1. Channel and target
The Subscription (monthly or yearly) has one support channel: support@livewells.io. The response is by the next business day. It is a target, and it applies in business hours (AET).
We work a ticket about suspected exposure of Customer Content before routine tickets. We do the same for a failure of the separation between customers, or the loss of reports.
2. Definitions
- "Business hours" means 09:00 to 17:00 Australian Eastern Time on a business day. "Business day" means a weekday that is not a public holiday in Melbourne, Victoria.
- "Response" means a substantive human acknowledgement. It says that the Supplier has the request, has assigned it, and has started work or has asked for the information that it requires. Response is not resolution.
- "Resolution" means a fix, a workaround, or a clear statement that no more action is possible. The Customer, acting reasonably, accepts it.
- "Severity" is set by the Customer when it raises a request, and the Supplier confirms it, with the definitions in clause 3.
- "Supplier" and "Customer" have the meanings of "we" and "you" in the subscription terms.
3. Severity definitions
- S1 Critical: the Service cannot open a session for the Customer and there is no workaround. A confirmed security issue that puts Customer Content at material risk is also S1.
- S2 High: a major function is impaired or unreliable, but a workaround exists.
- S3 Normal: a defect or limitation with a clear workaround, or a question that does not stop the Service working.
- S4 Low: a documentation issue, a cosmetic issue, or a feature request.
The next business day target applies to all severities that the Customer raises.
4. Response versus resolution
4.1 The Supplier targets a response time, and not a resolution time. The Supplier works an open request with reasonable care and skill. It keeps the Customer informed of progress.
4.2 The Supplier does not commit to a fixed resolution time for a defect when the cause is not known.
4.3 The Supplier is a small operation. If the Supplier is unavailable for a long period, for example through illness, the response clock stops on notice to the Customer. The Supplier does not publish a response window that it cannot meet through a reasonable period of operator absence. If a pause in this clause lasts more than 20 consecutive business days, the Customer can end the Subscription. It then receives a pro-rata refund of prepaid fees for the unused term.
5. How to raise a request
5.1 Raise requests by email to support@livewells.io.
5.2 Include enough detail to begin work: what you expected, what happened, the session identifier and time, and non-sensitive logs. Do not include credentials or live malicious links in the request. Send indicators defanged.
6. Exclusions
The response target does not apply to:
6.1 faults in the own Microsoft Entra ID or network of the Customer, or in third-party services and sites that the Supplier does not control;
6.2 misconfiguration by the Customer, or use outside the published documentation;
6.3 use that the Acceptable Use Policy prohibits; or
6.4 events outside the reasonable control of the Supplier.
The clock stops while the Supplier waits for information or access that it asked the Customer to provide.
7. Response-miss consequences
7.1 The response time in clause 1 is a published target, and not a contractual service level. No service credit, refund or other consequence applies to a missed target on a ticket.
7.2 The remedies of the Customer for a support or warranty failure are those in the subscription terms. The Customer also keeps each right that the law does not allow to be excluded. Nothing in this clause limits such a right.
8. Precedence
The subscription terms prevail above this document to the extent of an inconsistency.
Related documents: livewells subscription terms, Data Processing Agreement, acceptable use policy.