Service Level Agreement (SLA)
Details of our Service Level Agreement
Delivery Guarantee
We are committed to providing the highest standard of service delivery and reliability of our product’s performance. We stand by our ability to provide exceptional service levels as a result of the vigilant and thoughtful system architecture design of our software. We provide assurance to the highest level of security requirements, load balancing and overall performance.
We understand the potential impact of system faults to your business operation. The Rosterfy software platform is subject to rigorous load stress, performance monitoring, quality assurance and penetration testing standards in order to provide you with a 99.9% uptime guarantee. Our approach to stability and uptime, through the use of Amazon Web Services tools, allows us to monitor performance, speed, load and connectivity at all times.
By design, the architecture of Rosterfy does not allow for a single point of failure. Utilising AWS tools, Rosterfy can accommodate unexpected load through self-monitoring and auto scaling technologies to boost production server and load power as required.
Our servers are based in local regions to maximise server availability and meet data security standards
Supported Browsers
Rosterfy supports the following browsers for usage by the administrative user and workforce (end users). For optimal performance, we recommend that administrators operate Rosterfy in Google Chrome. Administrative users acknowledge system performance may vary if browsers older than the browsers in the below url and Rosterfy assumes no responsibility for slow or inoperable functionality if a recommended browser is not used. For the most comprehensive list of support browsers, please follow this link.
Supported Devices
The Rosterfy console is built with a mobile compatible interface and is tested across a range of mobile, tablet and desktop devices. For optimal user experience, it is recommended that the administrative user console be operated on a desktop device.
The front end access to the Rosterfy software; specifically registration forms and end user portal, is compatible with all major mobile device supported browsers and designed with this use in mind for a seamless end user experience.
Customer Service Level Agreement
PRIORITY 1 (CRITICAL)
Customer is unable to access critical functionality. These incidents have a severe impact to platform availability, performance and functionality with critical impact on customers primary business. Characteristics of a P1 include (but are not limited to):
- Total Service Outage
- Severe Performance Degradation (page load time > 2mins)
- Platform Security Breaches or Data Leaks
- Platform Compliance Violations
Service Level Agreement
Response provided with 2 business hours. Resolution provided within 24 hours.
PRIORITY 2 (MAJOR)
Customer is unable to perform a frequently used critical business function as would be expected in the normal use of the SaaS Services. No temporary solution or workaround is available.
Service Level Agreement
Response provided with 4 business hours. Resolution provided within 7 business days.
PRIORITY 3 (MINOR)
Customer is unable to perform a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services. Temporary solution or workaround is available.
Service Level Agreement
Response provided with 8 business hours. Resolution provided within 30 business days.
PRIORITY 4 (LOW)
Customer is unable to perform a seldom used and non-critical business function as would be expected in the normal use of the SaaS Services.
Customer is unable to complete a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services, but a temporary resolution has been provided.
Service Level Agreement
Response provided with 5 business days. Resolution provided within 90 business days.
Contact us
If you have any questions, or if you wish to contact us for any of the reasons described above, including to correct or access the information we hold about you or to make a complaint, please contact our Privacy Officer:
The Privacy Officer (Global)
80 Market St, South Melbourne, 3205.
Email: hello@rosterfy.com
