We commit to a monthly uptime of 99.9% for the SignPad service. That works out to roughly 43 minutes of allowed downtime per calendar month.
For SLA purposes, the SignPad service means:
signpad.com.au;Uptime is measured per calendar month as:
uptime % = (total minutes in the month − unscheduled downtime minutes) ÷ total minutes in the month × 100
Downtime is measured by our external uptime monitoring service. We will share the relevant monthly report with you on request.
If monthly uptime falls below 99.9%, we will apply the following credit to your next invoice (or refund, at your election, if you have cancelled):
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.89% | 10% of that month's Business-plan fee |
| 95.0% – 98.99% | 25% of that month's Business-plan fee |
| Below 95.0% | 50% of that month's Business-plan fee |
Service credits are the sole and exclusive remedy for failure to meet the uptime commitment, subject to your rights under the Australian Consumer Law.
Email sign@signpad.com.au with "SLA credit claim" in the subject line, within 30 days of the end of the affected month. Include the dates of the outage and the impact on your use of the service. We'll verify against our monitoring records and apply the credit within 10 business days.
Support is by email. Response times on Business plans:
| Severity | Examples | Initial response |
|---|---|---|
| P1. Service down | You can't sign in. Signers can't load the document. Audit chain verification failing. | 2 business hours |
| P2. Major impact | One feature broken, a specific document won't send, billing issue. | 1 business day |
| P3. Minor impact | Cosmetic issue, feature request, "how do I…" question. | 2 business days |
Business hours are 9am–5pm Australian Eastern Time, Monday to Friday, excluding Queensland public holidays.
If we detect a P1 incident, we will email every Business-plan account holder within 30 minutes of detection and post updates every 60 minutes until resolution. We aim to publish a brief incident report within 5 business days of any P1 lasting more than 30 minutes.
Nothing in this SLA limits any rights you have under the Australian Consumer Law. For major failures with the service you remain entitled to cancel and obtain a refund of the unused portion, regardless of any service credit cap stated above.
If we make a material change to this SLA, for example, lowering the uptime commitment, we'll email every Business-plan customer at least 30 days before the change takes effect. If you don't agree to the change, you can cancel and receive a pro-rated refund of any prepaid annual time.
SLA questions: sign@signpad.com.au.