Service Level Agreement

Service Level Agreement (SLA)

Effective Date: 05-07-2022

This Service Level Agreement (“SLA”) outlines the service commitments and responsibilities of AUSPOS (“We”, “Us”, or “Our”) in providing our software and services to the client (“You”, “Customer”, or “User”). This SLA applies to all active AUSPOS modules and services under an active license or subscription agreement.

 

1. Scope of Services

AUSPOS provides a fully managed, cloud-based business software suite which includes:

  • Inventory Management

  • Point of Sale (POS)

  • eCommerce (B2B and B2C)

  • CRM and Marketing Tools

  • Real-Time Reporting & Analytics

  • Third-Party Integrations (e.g., payment gateways, freight APIs, email/SMS services)

This SLA covers all listed modules and system components offered by AUSPOS.

 

2. Service Availability

We strive to maintain 99.9% uptime for our core platform, excluding:

  • Scheduled maintenance (with prior notice)

  • Downtime caused by external or third-party service providers

  • Unforeseen circumstances as listed in Section 6

Availability is measured monthly and reflects system-level uptime across all modules.

 

3. Support Commitment

We are committed to providing responsive, knowledgeable, and reliable support to all AUSPOS users. Our support services include:

  • Onboarding assistance and setup

  • Troubleshooting and technical support

  • Feature guidance and system usage help

  • Minor bug fixes and patch updates

Support Channels:

 

4. Customer Responsibilities

To ensure optimal performance and collaboration, the customer agrees to:

  • Provide all necessary business content (product descriptions, images, prices, terms, branding, etc.)

  • Maintain accurate user and business account details

  • Ensure secure use of login credentials

  • Coordinate with any third-party providers if integrations are involved (e.g., payment gateways, freight, geo tools)

 

5. Exclusions from SLA

This SLA does not cover performance issues or service failures due to:

  • Power outages at user or third-party data centers

  • Internet disruptions on the user side

  • Failures or non-compliance of integrated third-party platforms (Stripe, PayPal, banks, AWS, etc.)

  • Natural calamities such as floods, earthquakes, or fires

  • Mass-scale cyberattacks or data breaches beyond our control

  • Regulatory or legal actions affecting third-party APIs or cloud providers

We make every effort to recover services promptly, but disclaim liability for interruptions beyond our operational control.

 

6. Security and Data Integrity

AUSPOS is hosted on secure cloud infrastructure (AWS, Microsoft) with industry-standard protections. While we take all reasonable measures to safeguard your data:

  • We are not liable for breaches caused by customer-side misuse or third-party integration points

  • We advise customers to manage sensitive data access and apply strong internal security measures

 

7. Incident Response Time

We categorise issues and respond based on severity:

Severity Level Description Initial Response Time
Critical Platform-wide outage or blocked access Within 2 business hours
High Major module issue affecting operations Within 4 business hours
Medium Feature malfunction, workaround exists Within 1 business day
Low Cosmetic issues or minor queries Within 2 business days

 

8. Content Management

AUSPOS provides the platform; content is the responsibility of the customer. This includes but is not limited to:

  • Product descriptions and categories

  • Images and branding materials

  • Pricing structures and promotions

  • Policies, terms, and legal notices shown on your storefront

We assist with formatting and uploading, but content quality, accuracy, and intellectual property compliance lie with the customer.

 

9. Amendments

We may review and update this SLA periodically. Customers will be notified of changes via email or within the AUSPOS dashboard. Continued use of our services constitutes agreement to the revised SLA.

 

10. Governing Law

This SLA is governed by the laws of New South Wales, Australia, and any disputes will be resolved under Australian legal jurisdiction.

Thank you for trusting AUSPOS to power your business. We are committed to providing our fullest support to ensure your growth and operational success.

Would you like a downloadable version of this SLA, or should we integrate this into your website or brochure as well?