Service Level Agreement.
Last updated 20 May 2026
This Service Level Agreement (SLA) forms part of the Terms of Service and sets out the availability and support commitments roc.up makes to paying customers.
1. Uptime commitment
roc.up commits to 99.5% monthly uptime for the core application (login, web application, API). Uptime is calculated as:
uptime % = (total minutes in month − unavailable minutes) / total minutes in month × 100
"Unavailable" means the core application is returning 5xx errors on more than 5% of requests sustained over a 5-minute window, or is unreachable.
1.1 What's excluded from "unavailable"
- Scheduled maintenance announced at least 48 hours in advance (see section 2).
- Downtime caused by a customer's misconfiguration or excessive use beyond plan limits.
- Force majeure — events outside reasonable control (natural disaster, government action, large-scale internet outage, attack by an unaffiliated third party).
- Outages in customer-initiated integrations (Xero, Stripe) that are caused by the integrated service.
- Beta or preview features explicitly labelled as such.
2. Maintenance windows
Routine planned maintenance is scheduled outside Australian business hours:
- Preferred window: Sunday 02:00 – 06:00 AEST.
- Customers are notified by email at least 48 hours in advance of any planned maintenance expected to cause downtime longer than 5 minutes.
- Emergency security patches may be applied without notice. We notify customers as soon as practicable after such a patch.
3. Support response times
roc.up provides email support during Australian business hours (Monday–Friday, 9am–5pm AEST/AEDT, excluding public holidays). Response targets by priority:
| Priority | Description | Initial response |
|---|---|---|
| P1 — Critical | Service is unavailable; entire workspace cannot work. | 2 business hours |
| P2 — High | Significant feature is broken; workarounds exist but are costly. | 1 business day |
| P3 — Normal | Bug, question, or change request that doesn't block work. | 3 business days |
| P4 — Low | Feature requests, "nice to have," cosmetic. | No SLA — best effort |
Provider tier customers and above receive priority support, which improves P2 and P3 targets by one tier.
4. Service credits
If we miss the uptime commitment in a calendar month, customers can request a service credit applied to the next month's invoice:
| Monthly uptime achieved | Service credit |
|---|---|
| ≥ 99.5% | None — within target |
| 99.0% – 99.49% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits are the sole remedy for an SLA miss. To claim a credit, email hello@caringabode.com.au within 30 days of the affected month with the dates and times of unavailability you experienced. We will respond within 10 business days.
5. Status page
Current service status is published at [REVIEW: status page URL once stood up]. Subscribe there for real-time incident updates.
6. Changes to this SLA
We may update this SLA over time. Material changes (such as a reduction in the uptime commitment or removal of service credits) are notified to account holders at least 30 days before they take effect. If you do not agree to a change you can cancel before it takes effect under clause 11 of the Terms of Service.
7. Contact
Support & SLA claims — hello@caringabode.com.au