Last Updated: 21 May 2026
This Service Level Agreement (“SLA”) forms part of the Terms of Service between you (“Customer”) and Marketiga (“Marketiga”, “we”, “us” or “our”).
1. Scope
This SLA applies to the availability and support of the Marketiga SaaS platform.
2. Service Availability
Target Uptime
We aim to provide:
- 99% monthly uptime
Exclusions
Downtime does not include:
- Scheduled maintenance
- Emergency maintenance
- Issues caused by third-party providers (e.g. internet outages, external services)
- Customer misuse or configuration issues
- Force majeure events
3. Scheduled Maintenance
- Scheduled maintenance may occur from time to time
- We will make reasonable efforts to:
- schedule outside business hours (AEST/AEDT)
4. Incident Response
We categorise incidents as follows:
Critical (Service Unavailable)
- Response target: within 1 business day
High (Major feature disruption)
- Response target: within 2 business days
Normal (General issues)
- Response target: within 5 business days
5. Support
Support is provided via:
- Email: [email protected]
Support hours:
- Australian business hours (Queensland time)
We do not guarantee resolution times, only response times.
6. Service Credits
At this stage:
- No service credits or financial compensation are provided for downtime
This reflects the pricing and nature of the Services.
7. Customer Responsibilities
Customers must:
- Maintain their own internet connection and infrastructure
- Properly configure and use the Services
- Back up any required data
8. Data Availability
- Customer data is accessible through the application during active subscriptions
- Marketiga does not guarantee restoration of lost or deleted data
9. Changes to SLA
We may update this SLA from time to time.
Continued use of the Services constitutes acceptance of updated terms.
10. Governing Law
This SLA is governed by the laws of Queensland, Australia.