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Service Level Agreement (SLA)

Last Updated: 2025-10-23

This Service Level Agreement (“SLA”) describes the service standards RAXIT LABS PTY LTD (ABN 32 688 231 843) (“raxIT”, “we”, “us”) endeavours to provide for the raxIT AI platform (“Services”). The SLA applies to customers who maintain an active subscription governed by our Terms of Service and master subscription agreement. The commitments below represent current operational targets and become contractually binding only when expressly incorporated into an executed order form or addendum.

1. Definitions

“Service Availability” means the percentage of total minutes in a calendar month that the production tenant can process authenticated user requests as measured by raxIT’s primary monitoring tooling. “Scheduled Maintenance” refers to announced maintenance windows published through the raxIT status page or direct customer notifications. “Business Hours” are 09:00–18:00 AEST/AEDT on Australian business days.

2. Availability Target

raxIT targets monthly Service Availability of 99.9%, excluding Scheduled Maintenance and the following permitted exceptions:

  • Events caused by factors outside of raxIT’s reasonable control (force majeure, upstream cloud outages).
  • Issues arising from Customer or third-party integrations, code changes, or misuse of the Services.
  • Emergency maintenance required to address active security vulnerabilities or platform instability.

We publish real-time availability metrics and incident history at status.raxit.ai. Formal service credits are under review; until formally released, remedial actions will be assessed case by case in partnership with affected customers.

3. Maintenance Windows

To preserve platform stability we conduct regular maintenance with the following guidelines:

  • Routine maintenance is scheduled outside of regional peak hours and limited to four (4) hours per month.
  • Customers receive a minimum of forty-eight (48) hours’ notice via email and the status page.
  • Emergency maintenance may occur with shorter notice when required to mitigate critical risk.

4. Support Services

Support is delivered via the raxIT helpdesk and customer success channels. During Business Hours our target initial response times are:

  • Severity 1 – Critical impact: platform unavailable or data loss. Response within 4 business hours.
  • Severity 2 – High impact: major feature degradation without workaround. Response within 8 business hours.
  • Severity 3 – Normal impact: functional issue with workaround. Response within 1 business day.
  • Severity 4 – Low impact / requests: general inquiries or feature guidance. Response within 2 business days.

Resolution targets vary by incident complexity; progress updates are issued at mutually agreed intervals. Customers with premium success plans may receive enhanced response objectives as defined in their order form.

5. Data Protection & Continuity

raxIT operates a multi-region architecture with the following baseline controls:

  • Daily incremental backups and weekly full backups retained for thirty (30) days.
  • Target Recovery Point Objective (RPO) of 24 hours and Recovery Time Objective (RTO) of 12 hours for core services.
  • Encryption of customer data at rest using industry-standard AES-256 and in transit via TLS 1.2+.

Custom retention or residency requirements can be accommodated through managed services agreements.

6. Incident Management

raxIT maintains a 24/7 on-call rotation for critical platform incidents. Upon detection we will:

  • Initiate triage within one (1) hour for Severity 1 incidents.
  • Issue an initial customer notification within twenty-four (24) hours where customer impact is confirmed.
  • Provide interim updates at least every eight (8) business hours until service is restored.
  • Deliver a written post-incident review, including corrective actions, within five (5) business days of closure.

Security incidents are coordinated with our security response team and reported in line with applicable regulatory obligations.

7. Customer Responsibilities

To maintain the integrity of the Services you agree to:

  • Maintain current contact information for technical and security notifications.
  • Promptly report service issues through designated support channels with diagnostic detail.
  • Implement reasonable safeguards (user access controls, network protections) within your environment.
  • Operate the Services in accordance with the Acceptable Use Policy and other referenced policies.

8. Escalations & Reporting

To raise an incident or request status updates, contact support@raxit.ai or your assigned customer success manager. Security-specific concerns should be sent to security@raxit.ai.

9. SLA Changes

raxIT may update this SLA to reflect evolving platform capabilities or regulatory requirements. Material changes will be communicated via the primary commercial contact and the raxIT status page. Continued use of the Services after an update constitutes acceptance of the revised SLA unless a separate agreement is executed.

This SLA is intended to provide transparency into our operating standards. For bespoke service commitments, please consult your account team to document requirements within your subscription agreement.