Service Level Agreement (SLA)

This SLA is provided by Engineware.io Pty Ltd (ABN 14 604 376 927) for the Salesbooth platform.

1. Uptime Commitment

Salesbooth aims to provide 99.5% monthly uptime excluding:

• Scheduled maintenance
• Network or cloud provider outages
• Force majeure events
• Customer-side connectivity issues

2. Support Response Times

• Critical issues: Response within 4 hours
• High severity: Response within 12 hours
• General inquiries: 1–2 business days

3. Exclusions

This SLA does not cover issues caused by:

• Incorrect API usage
• Unsupported integrations
• Customer configuration errors
• Third-party system failures

4. Remedy

If uptime falls below the commitment, users may request a service credit (not a refund), subject to review. Credits do not exceed the value of one month of service.

5. Liability Cap

The total liability under this SLA does not exceed $100 AUD aligned with the Terms of Use.