Service Level Agreement
Effective: January 2026 · Version 1.0
1. Availability Target
RTOFlow targets 99.5% monthly uptime, measured as the percentage of minutes in a calendar month during which the platform is available for authenticated user access.
Exclusions:
- Scheduled maintenance windows (announced at least 24 hours in advance)
- Emergency maintenance required for security patches or data integrity
- Force majeure events beyond reasonable control
- Third-party service outages (payment processors, AI model providers, authentication providers)
2. Performance Targets
| Metric | Target |
|---|---|
| API response time (p95) | < 200ms |
| Page load time (p95) | < 500ms |
| Health check response (p95) | < 50ms |
| AI content generation | < 5 minutes per unit (standard quality tier) |
3. Data Protection
| Commitment | Detail |
|---|---|
| Automated backups | Daily, with 7-day retention |
| Backup verification | Automated integrity checks on each backup cycle |
| Off-site replication | Available via S3/B2 compatible storage |
| Data encryption | AES-256 at rest, TLS 1.2+ in transit |
| Tenant isolation | Full per-organisation data isolation |
4. Support Response Times
| Severity | Description | Target Response Time |
|---|---|---|
| Critical | Platform-wide outage or data loss | Immediate |
| Urgent | Major feature unavailable, no workaround | 4 business hours |
| General | Non-urgent enquiries, minor issues | 1-2 business days |
| Self-service | Documentation, in-app help, reference chat | Instant (automated) |
Support is provided via the in-app feedback system, help chat, and email at support@rtoflow.au.
5. Maintenance Windows
- Scheduled maintenance: Announced at least 24 hours in advance via in-app notification
- Emergency maintenance: Performed as needed for security or data integrity; users notified as soon as practicable
- Preferred window: Weekday evenings AEST (6 PM - 10 PM) or weekends, to minimise business impact
6. Incident Communication
In the event of a service disruption:
- Detection: Automated health monitoring detects and alerts within 5 minutes
- Acknowledgement: Incident acknowledged and investigation begun
- Updates: Status updates provided at regular intervals during resolution
- Resolution: Root cause analysis completed and preventive measures documented
- Post-incident: Summary provided to affected users within 2 business days
7. Scope
This SLA applies to the RTOFlow web application and its core services:
- Training and assessment content generation
- Compliance checking and validation
- Document management and storage
- User authentication and access control
- API integrations
This SLA does not cover:
- Beta or preview features clearly marked as such
- Custom integrations built by the customer
- Issues caused by customer-side network or browser configuration
8. Remedies
If RTOFlow fails to meet the 99.5% monthly availability target, affected customers on paid plans may request a service credit equal to the proportional downtime period, applied to the next billing cycle. Credits must be requested within 30 days of the incident.
9. Review
This SLA is reviewed quarterly and updated as needed. Material changes will be communicated to customers at least 30 days in advance.