Service Level Agreement

Last Updated: 24 September 2026

This Service Level Agreement forms part of the Agreement between Customer and Teralo Pty Ltd. It sets out the availability Teralo commits to, what Customer receives if that commitment is missed, and the support Customer is entitled to. Capitalised terms not defined here have the meaning given in the Master Terms.

Teralo targets 99.99% availability and reports actual availability on a live status page linked from the site footer.

Teralo commits to a Monthly Uptime Percentage of at least 99.9%. That is the figure this Agreement is measured against, and the figure the service credits in clause 3 are payable on. The target and the commitment are deliberately different numbers: the target is what Teralo builds for, and the commitment is what Teralo is prepared to owe money against.

Monthly Uptime Percentage means, for a calendar month, the total number of minutes in the month less Unavailable Minutes, divided by the total number of minutes in the month, expressed as a percentage.

Unavailable Minutes means minutes during which the Web Platform did not respond to requests, measured by Teralo's external availability monitoring, which is the same source that feeds the public status page.

Unavailable Minutes exclude downtime arising from:

• Scheduled Maintenance
• A Force Majeure Event
• A malicious attack on the Products and Services, where Teralo has taken reasonable measures to prevent and mitigate it
• Customer's Operating Environment, network or devices
• Customer's own acts or omissions, including a suspension permitted under clause 14 of the Master Terms
• A failure of a third party service that Teralo does not control, other than the hosting and database providers on which Teralo runs the Products and Services

Scheduled Maintenance means maintenance for which Teralo has given at least 48 hours' notice through the Web Platform or by email. Teralo will schedule it outside 7am to 7pm AEST or AEDT on a business day wherever practicable, and will not schedule more than eight hours in any calendar month.

If the Monthly Uptime Percentage falls below the committed figure, Customer is entitled to a service credit against the fees for the affected month:

• Below 99.9% and at or above 99.5%: 10% of the monthly fee
• Below 99.5% and at or above 99.0%: 25% of the monthly fee
• Below 99.0%: 50% of the monthly fee

For a Customer billed other than monthly, the monthly fee is the total fee for the billing period divided by the number of months in it.

Claiming. Customer must claim a service credit in writing to support@teralo.co within 30 days of the end of the affected month, identifying the month and describing the impact. Teralo will validate the claim against its monitoring records and apply an approved credit to the next invoice, or refund it where no further invoice will issue.

Sole remedy. Service credits are Customer's sole financial remedy for a failure to meet the committed availability figure. This does not limit Customer's rights under clause 15 of the Master Terms, under clause 4 below, or under the Australian Consumer Law.

Customer may terminate the Agreement immediately by written notice, without penalty and with a pro-rata refund of pre-paid fees for the unused portion of the Term, if:

• The Monthly Uptime Percentage falls below the committed figure in three consecutive calendar months, or
• The Monthly Uptime Percentage falls below 99.0% in any calendar month

Customer must give that notice within 30 days of the end of the month that triggers the right.

Support is assigned by the commercial arrangement, not by whether an organisation is a Guest or a Host. Those are different axes: Guest and Host describe what an organisation can do in the product, and the tiers below describe what it is entitled to from Teralo.

Applies to: Guest organisations.

• Human support team: yes
• Live chat: yes
• Phone support: no
• Priority handling: no
• Onboarding: no
• Dedicated success manager: no
• Hours: 9am to 5pm AEST or AEDT, business days

Applies to: Host organisations not on an executed Order Form. That includes a Host organisation Teralo provides free of charge, and a Host organisation on a self-serve subscription where Teralo offers one.

• Human support team: yes
• Live chat: yes
• Phone support: no
• Priority handling: yes
• Onboarding: guided setup when hosting begins
• Dedicated success manager: no
• Hours: 9am to 5pm AEST or AEDT, business days

Applies to: customers on an executed Order Form.

• Human support team: yes
• Live chat: yes
• Phone support: dedicated line for P1 incidents
• Priority handling: yes
• Onboarding: yes
• Dedicated success manager: yes
• Case management: yes
• Hours: as stated in the Order Form, and otherwise regional working hours

Response time means the time until a human response, not until resolution. Business hours are the support hours of the applicable tier.

Standard Support (best endeavours, indicative only):

• P1: 6 business hours
• P2: 12 business hours
• P3: 24 business hours
• P4: 32 business hours

Business Support (best endeavours, indicative only):

• P1: 4 business hours
• P2: 8 business hours
• P3: 16 business hours
• P4: 24 business hours

Enterprise Support (committed):

• P1: 1 business hour
• P2: 2 business hours
• P3: 8 business hours
• P4: 12 business hours

• P1, Critical Impact: complete outage preventing login or access, with no workaround
• P2, Significant Impact: significant degradation, with a business function unavailable and only a limited workaround
• P3, Minor Impact: a minor issue impairing some functionality, with a reasonable workaround available
• P4, Low Impact: an information request or a low-impact enquiry

Teralo assigns the priority on receipt, and will discuss it with Customer where Customer disagrees.

For questions about this Service Level Agreement, or to claim a service credit, please contact us at support@teralo.co.